Remote Call Center Service Unit Manager

WTW; Denver (CO); On-site; USD 82,000 - 85,000; Full time

Benefits offered by this job

Health benefits

Pension/retirement plan

Paid time off

Job summary

WTW seeks a Service Unit Manager to lead a high-performing remote customer service team based in Denver, CO. You will manage six direct reports and an additional six via leaders, driving workforce planning, employee development, and service excellence across a distributed workforce.

You will focus on accountability, continuous improvement, and strong stakeholder relationships, while ensuring quality assurance and data-driven decision making in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of customer service or call center leadership experience.
• 3+ years of people management experience leading supervisors or team leads.
• Experience managing remote or geographically dispersed teams.
• Proven ability to coach, develop, and retain employees.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with customer service systems, reporting tools, and Microsoft Office applications.

Responsibilities

• Lead, coach, and develop six direct reports and indirectly support an additional six team members.
• Foster accountability, collaboration, engagement, and continuous improvement.
• Conduct regular one-on-one meetings, performance reviews, and development planning.
• Identify talent, support career growth, and succession planning.
• Promote inclusion and effectively manage a diverse remote workforce.
• Oversee daily remote call center operations to meet service levels and business objectives.
• Forecast workloads, adjust staffing, and monitor resource allocation.
• Analyze operational metrics and implement improvements for efficiency and customer satisfaction.
• Ensure exceptional customer experiences and adherence to processes.
• Identify trends and service gaps, implement corrective actions.
• Develop and refine customer service procedures and workflows.
• Maintain focus on quality assurance and continuous process improvement.
• Investigate and resolve escalated issues; use data to identify root causes and solutions.
• Make timely decisions balancing customer and business needs.
• Communicate expectations clearly and provide feedback; build cross-functional collaboration.

Skills

Leadership

Remote leadership

Coaching & development

Analytical

Communication

MS Office proficiency

Customer service systems

Problem solving

Forecasting & planning

Team collaboration

Education

Bachelor's degree or equivalent

Tools

CRM systems

MS Office

Reporting tools

Job description

WTW seeks a Service Unit Manager to lead a high-performing remote customer service team based in Denver, CO. You will manage six direct reports and an additional six via leaders, driving workforce planning, employee development, and service excellence across a distributed workforce.

You will focus on accountability, continuous improvement, and strong stakeholder relationships, while ensuring quality assurance and data-driven decision making in a fast-paced environment.