Team Member Experience Manager: Coaching & Culture

Kelly and Associates Insurance Group; Maryland; Vor Ort; USD 64.000 - 90.000; Vollzeit

Benefits dieser Stelle

401K with Match

Paid Time Off with Holidays

Medical, Dental, Vision, Life, and Dis

Cold Brew & Coffee on tap

Zusammenfassung

Kelly Benefits in Sparks, MD is seeking a leader to manage and lead a team of Customer Care Advocates while owning and evolving the overall Team Member Experience practice. This role champions coaching, training reinforcement, culture-building, and scheduling functions to ensure Advocate success, engagement, and long-term readiness in an environment where our people are developed, supported, and inspired.

The Manager also oversees the Customer Care Launch Program, ensuring strong transitions

Qualifikationen

• 2–3 years of management experience in customer service, call center operations, or benefits administration
• Experience with Microsoft Office 365
• Strong leadership, coaching, communication, and relationship-building skills
• Ability to manage multiple priorities in a fast-paced environment
• Highly organized, results-oriented, and ability to make sound decisions
• Excellent interpersonal, listening, and problem-solving abilities
• A track record of fostering culture, inspiring teams, and developing talent

Aufgaben

• Lead and support a team of 8–10 Customer Care Advocates through weekly 1:1s, real-time coaching, quality reviews, and annual performance evaluations.
• Manage all aspects of team scheduling, including shifts, breaks, lunches, PTO, and daily/weekly staffing coverage.
• Provide personalized coaching and career-path guidance to help each Advocate grow in skill and confidence.
• Champion a positive, inclusive environment that drives engagement, trust, connection, and clear communication.
• Partner closely with Learning & Development to ensure Advocates are fully prepared as they transition from training to the live floor.
• Reinforce learning through ongoing coaching, refreshers, and targeted skill-building sessions.
• Monitor key performance indicators to identify opportunities for development and celebrate wins.
• Serve as the voice of the team member, bringing forward feedback on systems, processes, break structures, facilities, training, and communication.
• Lead culture-building efforts including team meetings, recognition moments, celebrations, and engagement activities.
• Create an environment where Advocates feel supported, valued, and set up for long-term success.
• Partner with the Caller Experience Practice Lead and Client Experience Practice Lead to stay aligned on service trends, coaching needs, and readiness.
• Join with the Operations, IT, and KBS Account Teams to support client expectations, upcoming changes, and new launches.

Kenntnisse

Leadership

Coaching

Communication

Relationship-building

Multitasking

Organizational skills

Problem-solving

Interpersonal skills

Ausbildung

High school diploma

Tools

Microsoft Office 365

Jobbeschreibung

Kelly Benefits in Sparks, MD is seeking a leader to manage and lead a team of Customer Care Advocates while owning and evolving the overall Team Member Experience practice. This role champions coaching, training reinforcement, culture-building, and scheduling functions to ensure Advocate success, engagement, and long-term readiness in an environment where our people are developed, supported, and inspired.

The Manager also oversees the Customer Care Launch Program, ensuring strong transitions