Department Manager, Operations

Company Overview

Established over 70 years ago, we are two of the largest Taft‑Hartley Trust Funds in the United States. With more than $50 billion in assets and $7 billion in benefits paid each year, we provide critical health insurance and lifetime retirement benefit services to nearly one million Teamster participants and their families. At Central States/Team Care we jointly administer two trusted organizations.

Central States Southeast and Southwest Areas Health and Welfare Fund was founded in 1950 and was one of the first non‑profit labor health funds in the United States. Since 2014, the Fund has operated under the tradename Team Care. Today Team Care covers the lives of 550,000 members from 1,100 different employers, making it the largest labor‑healthcare fund in the country.

Central States Southeast and Southwest Areas Pension Fund was founded in 1955 and has paved a trail to retirement security. It has paid over $90 billion in lifetime pension benefits for 690,000 retirees and beneficiaries to date and has revolutionized the pension world of American workers.

The Department Manager oversees the day‑to‑day operations of the Customer Care 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 Customer Care Center operations, driving continuous improvement and promoting first‑call resolution through effective leadership and cross‑functional partnership.

• Manage daily department activities, monitor real‑time call volumes and attendance, and ensure efficient operations.
• Train, coach, and mentor supervisors, resolve escalated issues, support employee performance, development, counseling, and discipline, and facilitate supervisor meetings.
• Partner with management on project planning, department strategy, and communication; suggest system and process improvements and communicate changes in procedures and protocol to staff.
• Update job descriptions, monitor and track performance goals for supervisors, prepare and present yearly supervisor appraisals, compile staff appraisals, and help determine annual salary adjustments and bonuses.
• Apply company personnel policies and department rules, including HIPAA privacy standards, work closely with union personnel, union stewards and Human Resources to anticipate and resolve potential conflicts, and prepare for grievance hearings if needed.
• Collaborate with technical department managers, the web team, and other departments to support efficient Customer Care Center operations, implement best practices, and coordinate organizational processes.
• Assist with recruiting, onboarding, and training of Customer Care Center employees; ensure adherence to shift, attendance policies, and quality standards; serve as a member of the call center Business Continuity Planning Team.

• 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 of Fund business processes and benefits.
• Ability to multitask and handle multiple duties in a fast‑paced, high‑pressure environment.
• Demonstrated leadership and interpersonal skills.
• Strong analytical skills with the ability to research an issue and propose a solution or identify an appropriate method to resolve it.
• 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 embrace change.
• Must be flexible, dependable, and organized with good follow‑through.
• Strong organizational skills, attention to detail, and ability to lead projects from concept to completion.

Annual Salary Range: $88,000 to $109,000. The posted range 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,…