Manager, Customer Service

Location: Knoxville, TN or Pheonix, AZ (In Office)Time Zone: Eastern or PacificOverview:  The Customer Service Department Manager leads day-to-day operations while driving strategic improvements across customer experience, operational efficiency, and team performance.

This role is accountable for service delivery outcomes, including KPI achievement and cross-functional collaboration, ensuring the organization delivers high-quality, cost-effective, and scalable support.

This leader is an experienced call center manager responsible for supervising daily operations and employees, while also identifying and implementing operational improvements and owning key initiatives and projects. Success in this role requires strong organization, reliability, and a results-driven mindset.

The Customer Service Manager must demonstrate strong problem-solving capabilities, with the ability to identify, document, and resolve issues in real time. Equally important is the ability to foster a positive, high-performing team culture and build effective partnerships across the business.

This role requires excellent customer service acumen, communication skills, problem resolution expertise, and project management capabilities.

Key

Responsibilities

• Support a team of customer service professionals in all day-to-day responsibilities, including answering phone calls, emails and following up on cases.
• Coach call center staff through challenging customer service issues Analyze call center data, root cause analysis, product performance and prepare reports for upper management.
• Evaluate staff and process effectiveness and performance.
• Ensure all processes are enabling all staff members to achieve desired service levels, unit cost objectives and take corrective action, as needed Lead team, project and process meetings Prepare work schedules, process flow documentation, meeting notes, and project plans Develop and maintain relationships with internal and external stakeholders, including customers, vendors, and partners.
• Minor facility operation and administrative tasks Skills & Abilities: Ability to multitask and remain calm under pressure, especially during peak hours or intense situations Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills Strong coaching and leadership skills, ability to motivate employees Build and maintain a positive culture within the call center to attract and retain high-quality team members Proficiency with technology software, including CRMs and phone systems Strong Analytical and problem-solving skills with a focus on data driven decision making Education & Experience: Degree in Business, Communications, or commensurate experience Minimum 3 years of call center management experience Proven ability to lead and develop high-performing teams Thorough knowledge of Windows, including Excel and Word, required In-depth knowledge of workforce management practices, required CRM application knowledge and practices, required Insurance experience is preferred Desired Traits: People First Mindset, Problem Solver, Collaborator, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands

• The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
• Environment
• Standard indoor office setting; exposure to computer screens
• Remote Work Expected
• Physical
• Requires repetitive motion.
• Substantial movements/motions of the wrists, hands, and/or fingers.
• Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed
• Vision
• See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents
• Hearing
• Ability to hear in the normal audio range with or without corrections Company Profile:
• At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity.

Our mission is simple

to make every payment a promise kept. The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments.

With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely. Headquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits — including medical, dental, and vision insurance — a 401(k) plan, and a strong commitment to work-life balance.

We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters." Join us in building the infrastructure that fulfills the promise of insurance. One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.