Customer service manager - insurance

Are you a people-first leader who thrives on coaching, developing talent, and driving daily performance? We're looking for a Customer Service Manager who excels at leading frontline teams, reinforcing culture, and ensuring exceptional service execution. This role is ideal for someone who loves hands-on coaching, builds confidence and capability in others, and creates a high-performance environment where KPIs and client outcomes consistently improve. You will be the frontline force for performance excellence, accountability, and team engagement. Interested in learning more? Apply today!

salary: $75,000 - $84,999.98 per year
shift: First
work hours: 7 AM - 7 PM
education: High School

Responsibilities

• Lead and coach agents daily to meet or exceed KPIs (SLA, NPS, CSAT, FCR).
• Conduct weekly 1:1s focused on behaviors, skill growth, and resilience.
• Maintain Individual Development Plans (IDPs) and identify high-potential talent.
• Participate in peer coaching circles to strengthen leadership consistency.
• Facilitate daily huddles, weekly scorecard reviews, and monthly deep dives.
• Monitor real-time performance and proactively course-correct.
• Ensure alignment with policies, procedures, and service expectations.
• Serve as the first escalation point for client-impacting issues.
• Escalate risks early and ensure timely resolution.
• Champion new tools, workflows, and processes that enhance efficiency.
• Provide frontline insights to improve systems and client experience.
• Foster a respectful, inclusive, high-accountability team environment.

Skills

• Typing Skills
• CRM
• Managing
• Basic Computer Skills
• Working Independently
• Maintaining Calendars
• Answering Phones
• Oral Communication
• Decision Making
• Client Service
• Active Listening
• Telephone Etiquette

Qualifications

• Years of experience: 3 years
• Experience level: Manager

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on click.appcast.io.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.