Participant Services Manager

Position Summary :

The Participant Services Manager is responsible for leading a multi-channel service team to deliver exceptional benefit plan administration. This role emphasizes strong people leadership, process management, and client-centric service. The Manager oversees contact center operations, including staffing, performance management, and service delivery. Additionally, this individual will drive first-call resolution, enhance participant education, and support interdepartmental collaboration to improve service outcomes.

Principal Duties & Responsibilities :

Leadership & Team Management :

• Facilitate and coach the contact center team, providing leadership that fosters high performance and accountability. (Advanced)
• Perform personnel actions, including hiring, scheduling, training, and evaluating employees to build a skilled and motivated team. (Intermediate)
• Promote a culture of service excellence by regularly communicating expectations, delivering training, and setting a positive example. (Advanced)
• Provide ongoing coaching, counseling, and performance management to support employee development and retention, including career mapping for growth within the organization. (Advanced)

Service Delivery & Operational Efficiency :

Performance Monitoring & Reporting :

Collaboration & Interdepartmental Partnerships :

Requirements

Knowledge, Skills, and Abilities Required :

Credentials & Experience :

Benefits

NOTE : This position pays between $55,000.00 - $57,000.00 per year, plus potential for bonus earnings.

BENEFITS

ADDITIONAL BENEFITS INCLUDE :