Service Unit Manager – Remote Call Center

The Service Unit Manager is responsible for leading and developing a high-performing remote customer service team at CEBT. This role oversees six direct reports and an additional six team members through subordinate leaders. The Service Unit Manager is accountable for workforce planning, employee development, customer service excellence, operational efficiency, and fostering a positive, inclusive team culture. The ideal candidate is a reliable self-starter who responds quickly to business needs, solves complex problems effectively, and builds strong relationships across a diverse and distributed workforce.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop six direct reports and indirectly support an additional six team members.
• Foster a culture of accountability, collaboration, engagement, and continuous improvement.
• Conduct regular one-on-one meetings, performance reviews, and development planning.
• Identify talent, support career growth, and create succession plans for key roles.
• Promote inclusion and effectively manage a diverse remote workforce.

Call Center Operations

• Oversee daily operations of the remote call center to ensure service levels, quality standards, and business objectives are achieved.
• Monitor staffing needs, workforce utilization, schedules, and resource allocation.
• Partner with leadership to forecast workloads and adjust staffing plans accordingly.
• Analyze operational metrics and implement improvements to increase efficiency and customer satisfaction.

Customer Service Excellence

• Ensure exceptional customer experiences through consistent service delivery and adherence to established processes.
• Identify trends, customer concerns, and service gaps, implementing corrective actions as needed.
• Develop and refine customer service procedures, workflows, and best practices.
• Maintain a strong focus on quality assurance and continuous process improvement.

Problem Solving & Decision Making

• Investigate and resolve escalated customer, employee, and operational issues.
• Use data and critical thinking to identify root causes and implement sustainable solutions.
• Make timely decisions in a fast-paced environment while balancing customer and business needs.
• Anticipate challenges and proactively develop action plans to mitigate risks.

Communication & Culture Building

• Establish trust and rapport with team members in a remote environment.
• Communicate expectations clearly and provide timely feedback and support.
• Champion employee engagement initiatives that strengthen team morale and culture.
• Collaborate effectively with cross-functional partners and leadership teams.

Required

• 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, including 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.

Preferred

• Experience in benefits administration, healthcare, insurance, or related industries.
• Workforce management and call center performance management experience.
• Experience leading process improvement initiatives.

Key Competencies

• Leadership and coaching
• Customer-focused mindset
• Accountability and dependability
• Strong sense of urgency and responsiveness
• Strategic thinking and execution
• Problem-solving and decision-making
• Relationship building
• Adaptability and resilience
• Collaboration and teamwork
• Inclusive leadership

Success Factors

The successful candidate will be:

• A dependable leader who follows through on commitments.
• A self-starter who takes initiative without requiring constant direction.
• Responsive and proactive in addressing team and operational needs.
• Skilled at balancing employee development with business objectives.
• Passionate about creating a positive, engaging team culture.
• Comfortable managing change and driving continuous improvement in a remote work environment.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.  

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $82,000 -$85 000 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)

• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off 

• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. 

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets