The Customer Service Manager – Contact Center leads our customer service center team and oversees all aspects of customer support operations, with a strong focus on call center performance and service excellence. This role involves developing and implementing customer service strategies, ensuring a high level of customer satisfaction, and managing the performance and development of the customer service staff. The ideal candidate has strong leadership abilities, a customer-centric approach, and experience in managing customer service teams.  

This role has an anticipated start date of February 2026.

Your Impact: 

• Monitor key performance indicators (KPIs) and service levels of the CSR team to ensure that client service levels are met or exceeded. 
• Coach, train, and mentor Team Leads to drive long-term growth and strengthen staffing retention. 
• Manage Five9 Contact Center to ensure inbound calls are answered in accordance with client service level agreements. Demonstrate agility in reallocating resources and adjusting workflows to respond to fluctuating call center volumes. 
• Conduct quality control activities for the CSR team. Participate in corrective action steps as necessary. Monitor and analyze customer service metrics to identify areas for improvement. 
• Recruit, train and develop customer service staff. · Establish, monitor, and support performance goals, individual development plans, and career growth opportunities. 
• Partner with Workforce Management to manage forecasting, scheduling, and coverage to ensure optimal service delivery. 
• Engage with association and trust stakeholders to assess performance, resolve concerns, and drive service improvements. 
• Prepare regular performance reports for senior management and make data-driven recommendations. 
• Assess technology-related issues as discovered and open service tickets with Information Technology Services when unable to troubleshoot and resolve independently. 

Successful Candidates Will Have:  

• Bachelor’s degree in Business Management, Administration, or a related field preferred.
• 5+ years of experience in customer service with a minimum of 2 years in a management role. 
• Insurance, healthcare or veterinary reception or animal-related customer service is a strong advantage. 
• Strong communication and problem-solving skills with a proven ability to interface effectively at all levels within an organization.
• Proficiency in customer service software and reporting tools (ex. Five9 preferred).
• Strong leadership, team management, staff development skills in a fast-paced, team-oriented call center environment. 
• Ability to drive process improvements and foster a customer-focused culture. 
• Property & Casualty insurance license or ability to obtain.

One80 Intermediaries is a privately held firm with offices throughout the US and Canada.  As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services, and warranty business.  In 2024, One80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One80 Intermediaries earned the Great Place To Work® Certification™ for the second consecutive year.

Pay Range:

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role.

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers.

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