Hybrid Customer Service Team Leader

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

Benefits offered by this job

Hybrid work option

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Coaching

Communication

Team collaboration

Education

Bachelor’s degree in Business Administration or related field

Tools

Information systems

Job description

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.