Hybrid Customer Service Center Manager

Colorado Public Employees' Retirement Association; Denver (CO); Hybrid; USD 80,000 - 95,000; Full time

Job summary

Colorado Public Employees' Retirement Association (Colorado PERA) is seeking a Customer Service Center Team Manager to lead a busy call center. You will coach a team of representatives handling retirement, benefits, insurance, and account inquiries via calls, email, and occasional in-person interactions.

The role emphasizes coaching, collaboration, and driving service excellence while managing scheduling, performance, and escalations.

Qualifications

• Eight years of progressive contact center and/or managerial career growth.
• Experience leading, coaching, and supervising employees in a service-focused environment.
• Strong organizational skills and the ability to effectively manage multiple priorities.

Responsibilities

• Lead and Develop Your Team: Create a positive, inclusive, and collaborative team environment; coach and support employees in their growth.
• Set clear expectations and provide ongoing feedback, recognition, and performance coaching; conduct regular one-on-one meetings and evaluations.
• Support Exceptional Member Service: ensure team has tools and knowledge to serve members effectively; handle escalated member concerns.
• Collaborate with other managers and internal partners to support daily operations; participate in interviewing, onboarding, and training new employees.
• Lead Through Change and Improvement: identify opportunities to improve workflows and processes; keep leadership informed of trends and challenges.

Skills

Leadership

Coaching

Communication

Customer service

Change management

Education

Bachelor's degree in Business Administration or related field

Job description

Colorado Public Employees' Retirement Association (Colorado PERA) is seeking a Customer Service Center Team Manager to lead a busy call center. You will coach a team of representatives handling retirement, benefits, insurance, and account inquiries via calls, email, and occasional in-person interactions.

The role emphasizes coaching, collaboration, and driving service excellence while managing scheduling, performance, and escalations.