Service Center Manager

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

The Role

The Service Center Manager is responsible for overseeing daily operations of the service center, ensuring exceptional client service, and driving team performance. This role leads agents, manages key performance metrics, and implements strategies to enhance client satisfaction, operational efficiency, and employee engagement.

The Responsibilities

Operations Management

• Oversee day-to-day service center operations, including inbound/outbound call activities
• Ensure service levels, response times, and quality standards are consistently met
• Monitor call volume trends and adjust staff schedules accordingly
• Develop and implement operational processes to improve efficiency

Leadership & Development

• Lead, coach, and develop customer service representatives
• Set performance goals and conduct regular evaluations and feedback sessions
• Foster a positive, high-performance team environment
• Manage hiring, onboarding, and training of new staff

Performance & Metrics

• Track and analyze key performance indicators (KPIs) such as:
  • Average handle time (AHT)
  • First call resolution (FCR)
  • Net Promoter Score (NPS)
  • Service level agreement (SLA) compliance
• Prepare and present performance reports to senior leadership
• Implement continuous improvement strategies based on data insights

Client Experience

• Ensure high-quality client interactions and issue resolution
• Handle escalated client complaints and complex issues
• Identify opportunities to enhance the overall client journey

Process Improvement & Strategy

• Identify process gaps and implement solutions to improve productivity
• Collaborate with cross-functional teams (HR, IT, Operations)
• Leverage technology and tools to optimize call center performance

Compliance & Quality Assurance

• Ensure adherence to company policies, procedures, and regulatory requirements
• Monitor call quality and implement quality assurance programs

• Maintain documentation and standard operating procedures

Qualifications

The Qualifications

Experience and Expertise

• 5+ years of service center or client service experience

• 2+ years in a leadership or management role

• Working knowledge of investment and insurance products.

• Familiarity with Service Center technology including call routing and workforce management tools

Skills & Competencies

• Strong leadership and team management abilities
• Excellent communication and interpersonal skills
• Data-driven decision-making and analytical skills
• Proficiency in service center software and CRM systems
• Ability to manage multiple priorities in a fast-paced environment
• Problem-solving and conflict resolution skills

Education

• Bachelor’s degree preferred

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $60,000– $90,000 USD per year. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets