Position Summary

The Department Manager oversees the day-to-day operations of the CustomerCare Center, ensuring efficient service delivery, operational excellence, and a high-quality customer experience. This role requires a broad understanding of organizational priorities and the ability to anticipate how business decisions and changes may impact CustomerCare Center operations. Working collaboratively across departments, the Department Manager drives continuous improvement, supports exceptional customer service, and promotes first-call resolution through effective leadership, proactive decision-making, and cross-functional partnership.

Key Responsibilities

• Manages daily department activities and ensures efficient operations; monitors real-time call volumes and attendance.
• Trains, coaches, and mentors supervisors by providing guidance, resolving escalated issues, and supporting employee performance, development, counseling, and discipline. Facilitates supervisor meetings to ensure timely communication and assists with quality assurance activities and staff coaching.
• Partners with management team on project planning, department strategy and communication; looks for and makes suggestions for system and process improvements; communicates changes in procedures and protocol to staff.
• Regularly updates job descriptions; monitors and tracks performance goals for supervisors; prepares and presents yearly supervisor appraisals; compiles staff appraisals; helps determine annual salary adjustments and bonuses. 
• Consistently applies company personnel policies and department rules including compliance with HIPAA privacy standards; works closely with union personnel, union stewards and Human Resources to anticipate and effectively resolve potential conflicts; prepares for and attends grievance hearings, if needed.
• Collaborates with technical department managers, the web team, and other departments to support efficient Customer Care Center operations, implement best practices, and coordinate organizational processes, including new groups and website content and functionality.
• Assists with coordination of recruiting, onboarding, and training of CustomerCare Center employees; helps ensure adherence to assigned shifts and attendance policies as well as quality standards. Serves as a member of call center Business Continuity Planning Team.

Qualifications

• Bachelor’s Degree and 3 years of relevant experience OR 5-7 years of related work experience
• 3 years of managerial/supervisory experience
• Significant knowledge and understanding of Fund business processes and benefits
• Ability to effectively multitask and handle multiple duties in a fast paced and high-pressure environment
• Demonstrated leadership and interpersonal skills
• Strong analytical skills with the ability to research an issue and either propose a solution or knows appropriate method to resolve
• Excellent oral and written communication skills
• Consistently demonstrates a strong work ethic and professionalism
• Ability to adapt and change while maintaining prioritization
• Open minded and challenges others to be willing to embrace change
• Must be flexible, dependable, and organized with good follow through
• Strong organizational skills with attention to details and ability to lead projects from concept to completion

Compensation

Annual Salary Range: $88,000 to $109,000(The posted range of pay represents the anticipated pay scale for this position. Final pay will be determined based on a variety of job-related factors, including, but not limited to, skills, experience, education, certifications, internal equity, and organizational needs.)

Benefits*

We’re proud to offer one of the most competitive total rewards packages in the nonprofit and benefits administration sectors, including:

• 100% company-paid family insurance benefits including health, dental, RX & vision

(comprehensive coverage with low deductibles)

• 100% company-funded pension plan (at no cost to the employee)
• Health care and dependent care Flexible Spending Accounts (FSAs)
• 401(k) retirement plan with company match
• Paid vacation and PTO days
• Flexible start times & hybrid work-from-home schedule
• Lunch stipend for onsite café
• Tuition reimbursement

* Please note that, though uncommon, the benefits described above are subject to change at the company’s discretion.