Service Center Manager

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.

• 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.

• 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.

• 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.

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

• 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.

• Ensure adherence to company policies, procedures, and regulatory requirements.
• Monitor call quality and implement quality assurance programs.
• Maintain documentation and standard operating procedures.

• 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.

• 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.

• Bachelor’s degree preferred.

Base salary range and benefits information for this position are disclosed in accordance with requirements of various state/local pay transparency legislation. Salaries may vary based on location, education, qualifications, performance, and potential for revenue generation.

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

• 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, identity theft protection, wellbeing program, and work/life resources (including employee assistance program).
• Leave benefits: paid holidays, annual paid time off (including paid state/local paid leave when required), short-term disability, long-term disability, other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, 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.

We will consider applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers.

EOE, including disability/vets.