Solutions Care Center Manager (Primarily Home)

📋 Description

• • Lead and manage a team of direct reports to deliver customer-focused service solutions for insureds, agents, advisors, clients, and affinity partners in a primarily home-based environment.
• • Foster a collaborative, performance-driven culture built on trust, transparency, and inclusion by setting clear performance goals, delivering regular feedback, and conducting formal performance assessments.
• • Coach and develop team members to enhance their skills in transaction processing, customer experience standards, and procedural compliance, ensuring both individual and team success.
• • Guide the implementation of process improvements within the team to increase efficiency, reduce errors, and elevate service quality across customer interactions.
• • Resolve complex, high-priority customer or operational issues directly, while also advising and empowering team members to handle escalated matters effectively.
• • Manage team workload and prioritize tasks to ensure all performance goals and service level expectations are consistently met or exceeded.
• • Participate in cross-functional projects and process improvement teams, providing subject matter expertise in customer service operations and call center best practices.
• • Contribute to staffing decisions by assisting in the interviewing, evaluating, and selecting of qualified candidates for open positions within the team.
• • Communicate and reinforce organizational mission, vision, values, policies, and practices to align team behaviors with company standards.
• • Attend required training sessions to continuously develop leadership competencies and stay current with evolving service protocols and regulatory requirements.
• • Maintain consistent, clear communication with team members and senior leadership to ensure alignment on objectives, priorities, and performance metrics.
• • Operate in a primarily remote capacity, working from home 80% of the time (4+ days per week) within 35–50 miles of one of seven designated office locations: Madison, WI; Boston, MA; Denver, CO; Eden Prairie, MN; Keene, NH; St. Joseph, MO; Phoenix, AZ.
• • Occasionally travel to designated office locations for in-person team meetings, training sessions, and culture-building events (up to 10% travel).
• • Ensure all team members comply with established consumer experience standards and transaction processing protocols.
• • Serve as a liaison between frontline employees and senior management to convey operational challenges, feedback, and improvement opportunities.
• • Perform other duties as assigned to support broader business initiatives and departmental goals.