[Hiring] Manager, Customer Service @PacificSource Health Plans

Role Description

Provide overall leadership and direction for multi-channel Contact Center Customer Service teams, ensuring timely and effective responses to customer inquiries. Oversee service performance metrics to meet PacificSource’s standards and support high levels of member and provider satisfaction. Uphold and advance PacificSource’s reputation for exceptional service by actively supporting the organization’s vision, mission, and values.

• Provide direct leadership to team leaders and indirect leadership to all department staff, ensuring consistent achievement of Standards of Work, Service Level Agreements (SLAs), and departmental performance goals.
• Ensure team leaders clearly understand and manage expectations related to workflow, quality, productivity, staffing adherence, and individual performance metrics.
• Drive accountability for key contact center KPIs, including but not limited to:
  • Service Level / Speed of Answer
  • Abandonment Rate
  • First Call Resolution (FCR)
  • Average Handle Time (AHT) (balanced with quality)
  • Call Quality Scores
  • Schedule Adherence
  • After‑Call Work (ACW)
  • Member and Provider Satisfaction
• Build and sustain high‑performing teams through visible leadership, consistent communication, recognition, and engagement practices that support KPI and SLA achievement.
• Resolve complex and escalated customer complaints, ensuring outcomes meet service recovery standards, quality expectations, and regulatory requirements.
• Oversee audit and quality monitoring programs to ensure call responses consistently meet standards for accuracy, courtesy, compliance, and first‑call resolution.
• Ensure corrective actions are implemented promptly when KPI or SLA targets are missed, including performance coaching, workflow adjustments, or process improvements.
• Lead the oversight, development, implementation, and communication of departmental programs, policies, and procedures to support operational consistency and performance outcomes.
• Manage the full employee lifecycle, including hiring, onboarding, coaching, performance evaluations, corrective action, and terminations, ensuring alignment with service expectations and productivity requirements.
• Provide ongoing performance feedback through regular one‑on‑one meetings, scorecard reviews, and formal performance evaluations, using data and metrics to guide development.
• Develop and manage the annual department budget; monitor expenses against plan and adjust resource allocation to support volume forecasts, service levels, and organizational priorities.
• Partner with key departments (e.g., Operations, IT, Finance, Training, Compliance) to ensure cross‑functional alignment and support SLA commitments.
• Lead continuous improvement initiatives using Lean methodologies, focusing on reducing waste, improving efficiency, and enhancing the member experience.
• Utilize visual management boards, dashboards, and daily huddles to monitor KPIs, SLAs, trends, and gaps, and to identify and prioritize improvement opportunities.
• Actively participate as a key contributor in Manager and Supervisor meetings to review performance results, share best practices, and align strategic initiatives.
• Serve on strategic and operational committees to represent contact center needs, communicate performance insights, and reinforce PacificSource values and service expectations across the organization.

Qualifications

• A minimum of 5 years of progressive customer service experience required.
• At least 2 years of customer service operations experience within a contact center or similar high‑volume service environment required.
• Prior supervisory experience is strongly preferred.
• Experience leading contact center performance with direct accountability for key performance indicators (KPIs) and Service Level Agreements (SLAs) required.
• Health insurance industry experience and strong medical terminology knowledge strongly preferred.
• Experience leading and/or supporting technology innovation initiatives within a customer service or contact center environment preferred.
• Proven success fostering a collaborative, inclusive, and high‑performance team culture that encourages engagement, innovation, and shared ownership of results required.

Requirements

• Bachelor’s degree required. Preferred areas of focus: business or related field.
• Candidates with an associate’s degree and 2 years of relevant experience, or a high school diploma and 4 years of relevant experience, in addition to the required minimum years of work experience will also be considered.

Benefits

• Compensation range: $90,052.16 - $157,591.26
• Actual compensation will be determined based on factors such as qualifications, experience, education, and internal equity.

Environment

• Work inside in a general office setting with ergonomically configured equipment.
• Travel is required approximately 10% of the time.

Skills

• Accountable leadership
• Collaboration
• Data-driven & Analytical
• Delegation
• Effective communication
• Listening (active)
• Situational Leadership
• Strategic Thinking

Our Values

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
• We encourage creativity, innovation, and the pursuit of excellence.