Customer Service Team Manager

Colorado Public Employees' Retirement Association in; Denver (CO); Híbrido; USD 80.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work option

Descripción de la vacante

Colorado PERA is seeking a Customer Service Center Team Manager in Denver to lead a team of representatives serving members on retirement, benefits, insurance, and account questions. The role emphasizes coaching, performance management, and process improvement while ensuring accurate and timely member service.

The position supports a hybrid work model with in-office and remote responsibilities, reporting to the Director of Customer Service.

Formación

• Bachelor’s degree in Business Administration or related field.
• Eight years of progressive contact center and/or managerial career growth; or equivalent combination of education and experience.
• Experience leading, coaching, and supervising employees in a service-focused environment.
• Advanced communication, interpersonal, and professional collaboration skills.
• Demonstrated ability to comprehend and communicate complex retirement, benefits, and insurance information.
• Experience exercising ethical decision-making, discretion, confidentiality, and adaptability in ambiguous situations.
• Strong organizational skills and the ability to effectively manage multiple priorities.
• Strong change management and performance management skills.
• Knowledge of information systems and desktop technology.

Responsabilidades

• Lead and supervise a team of representatives in the Customer Service Center, including scheduling and attendance management.
• Coach, mentor, and support employees in their professional growth and development.
• Set clear expectations and provide ongoing feedback, recognition, and performance coaching.
• Conduct regular one-on-one meetings, performance evaluations, reviews, and development discussions.
• Help employees navigate challenges and remove barriers that may impact their success.
• Monitor service quality and identify opportunities to enhance the member experience.
• Collaborate with fellow managers and internal partners to support daily operations.
• Lead change initiatives and improve workflows and processes.

Conocimientos

Leadership

Coaching

Communication

Team collaboration

Educación

Bachelor’s degree in Business Administration or related field

Herramientas

Information systems

Descripción del empleo

Job Details: Job Location: Penn Center - Denver, CO 80203, Position Type: Full Time, Salary Range: $80,000.00 - $95,000.00 Salary, Job Category: Customer Service, Make a Difference Through Service and Leadership

At Colorado PERA, our mission is to provide exceptional service and support to the public employees who rely on us to help secure their retirement future. We are looking for a Customer Service Managers who is passionate about developing people, fostering collaboration, and creating an environment where both employees and members can thrive.

This role is ideal for a leader who enjoys coaching others, building strong relationships, and working alongside their team to achieve shared goals. As a Customer Service Team Managers, you will support a team of representatives who assist members with retirement, benefits, insurance and account-related questions through, phone, email and occasionally in person interactions. You will play an important role in shaping the employee experience, supporting operational excellence, and ensuring members receive accurate, timely and caring service.

Summary of Job Responsibilities

This position is responsible for the leadership and supervision of a team of representatives in the Customer Service Center. Duties include scheduling and attendance management, coaching and mentoring, call quality monitoring, performance management and reporting. In addition to these duties, one should have a proven track record of handling escalated customer concerns, and partnering with others to manage daily operations, resolving complex situations and improving processes.

Essential Duties and Responsibilities

Employees are held accountable for all duties of the job. Individuals must be able to perform these duties with or without reasonable accommodation.

We are seeking a leader who will:

Lead and Develop Your Team

• Create a positive, inclusive, and collaborative team environment
• Coach, mentor, and support employees in their professional growth and development
• Set clear expectations and provide ongoing feedback, recognition, and performance coaching
• Conduct regular one-on-one meetings, performance evaluations, reviews, and development discussions
• Help employees navigate challenges and remove barriers that may impact their success

Support Exceptional Member Service

• Ensure team members have the tools, resources, and knowledge needed to serve members effectively
• Guide employees through complex member situations and serve as a resource for escalated concerns
• Encourage a member-focused approach that balances empathy, accuracy, and efficiency
• Monitor service quality and identify opportunities to enhance the member experience
• Answer calls and serve members periodically to keep skills fresh and demonstrate expected behaviors

Partner Across the Organization

• Collaborate with fellow managers and internal business partners to support daily operations
• Participate in interviewing, onboarding, and training new employees
• Work closely with other divisions to improve processes, resolve operational challenges, and enhance service delivery
• Share feedback, insights, and recommendations that contribute to continuous improvement

Lead Through Change and Improvement

• Help employees understand, adapt to, and embrace change
• Identify opportunities to improve workflows, systems, and team effectiveness
• Support organizational initiatives while maintaining a focus on employee engagement and service excellence
• Keep leadership informed of emerging trends, challenges, and opportunities within the team

What We're Looking For

• Builds trust through open communication, consistency, and accountability
• Creates an environment where employees feel valued, supported, and empowered
• Leads by example and demonstrates professionalism, respect, and integrity
• Enjoys coaching others and helping individuals reach their potential
• Works collaboratively and values diverse perspectives
• Remains adaptable and solution-oriented when priorities shift or challenges arise
• Has strong interpersonal, communication, and relationship-building skills
• Balances attention to detail with a focus on the bigger picture

Job Qualifications

• Bachelor’s degree in Business Administration or related field preferred
• Eight years of progressive contact center and/or managerial career growth; or equivalent combination of education and experience
• Experience leading, coaching, and supervising employees in a service-focused environment
• Advanced communication, interpersonal, and professional collaboration skills
• Demonstrated ability to comprehend and communicate complex retirement, benefits, and insurance information
• Experience exercising ethical decision-making, discretion, confidentiality, and adaptability in ambiguous situations
• Strong organizational skills and the ability to effectively manage multiple priorities
• Strong change management and performance management skills
• Knowledge of information systems and desktop technology

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Standard office environment with frequent telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine.
• Occasional moving and positioning supplies in excess of 20 pounds
• All employees are expected to present themselves in a professional manner in alignment with the financial services industry
• Ability to sit for prolonged periods of time
• Ability to operate standard PC equipment
• Ability to manage frequent deadlines and tight schedules

Hybrid Work Option

• Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy.

Job Description Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of an employee. Duties, responsibilities, and activities may change or be assigned with or without notice.

Unfortunately, at this time, PERA cannot consider candidates that require sponsorship (now or in the future), or are located outside of the US.

All Colorado PERA employees are subject to PERA’s Ethics Policy and some employees are subject to the Personal Trading Policy. These policies include restrictions on outside business activities and employment and have certain requirements on personal trading. You may request copies of these policies from PERA’s talent acquisition team and any questions can be answered by PERA’s Investment Administration team.

Why Work at PERA

Colorado PERA offers more than a traditional pension career. We are a mission-driven organization with a growing focus on technology and modernization. Employees have the opportunity to do meaningful work with a real impact on over 700,000 members. From enhancing digital tools and member experiences to supporting major enterprise initiatives, employees are part of meaningful, future-focused work that blends public service with innovation. We take pride in our inclusive culture, career development opportunities, and our consistent recognition as a Top Workplace based on employee feedback. PERA is a place to connect, contribute, and be part of something bigger.

A Culture That Cares

At PERA, leveraging employee strengths and supporting strong engagement are the foundations of our culture. Employees are encouraged to grow through development opportunities and internal career movement, while also being part of an organization where people feel respected, informed, and included. Collaboration is encouraged across teams, allowing employees to learn from one another and contribute in ways that maximize their unique skills. We strive to foster an environment where employees can do their best work and feel supported by the people around them

An Employer that Invests in You

PERA invests in our employees in ways that matter; from comprehensive benefits and generous paid time-off to thoughtful everyday amenities that enhance the office experience. Employees are encouraged to continue learning through training, mentoring, and development at every stage of their careers. We champion a workplace where people feel valued, inspired, and equipped to grow.

Join Us

If you’re energized by meaningful work, motivated by an organization that evolves with a changing world and looking for an employer that invests in you, then consider joining PERA’s team. Learn more about careers at PERA at copera.org/careers.

Position Title: Customer Service Center Team Manager

Division: Customer Service

Reports to: Director of Customer Service

Job Status: Full-time / Exempt

Salary: $80,000.00 to $95,000.00 per year, commensurate with experience

Posting Dates: 11/06/2026 to 11/16/2026