Manager, Call Center

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.Responsible for overseeing and guiding customer service operations within an organization. Ensures customer service teams deliver professional and exceptional support and maintain high levels of customer satisfaction. Promotes a productive and positive experience with customers to ensure high quality support. Responsible for driving continuous improvement initiatives. Handles escalated customer service issues as needed. Controls costs by managing staffing levels, adjusting as volume dictates. Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.Key Accountabilities:

Directs workflow and assists with analyzing workflow and recommends actions needed to meet current and future production/staffing needs.

Monitors goals and service level agreements to ensure performance levels are met and recommends and owns action plans to ensure department meets and/or exceeds goals.

Performs and reviews audits and reporting and ensure quality calibration across the team and implements appropriate next steps to achieve targets.

Provide development plans for team and mentor individuals to progress in their skill and competencies.

Handles escalated service issues, including outcomes of customer satisfaction surveys, which require an immediate response.

Recommends improvements to overall processes resulting in improved customer experience and performance, including reviewing scorecards, metrics and other data sources to proactively take action.

Responsible for interviewing and hiring of quality team members, conducts performance appraisals, and when necessary, implements performance improvement plans with expectations and timelines.

Manage individual goals and coach to drive high performance culture. Develops, coaches and provides feedback to individuals. Implements progressive discipline processes.

Manage multiple projects by assigning resources, working on timelines and implementing schedule to complete project timeline.

Minimum Requirements:

Bachelor's Degree with 2-4 years of related experience OR High School Diploma or GED with 4-6 years related experience.

Brand: TrustmarkCome join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.For the fourth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.When you join Trustmark, you become part of an organization that makes a positive difference in people’s lives. You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we’ve changed their lives.At Trustmark, you’ll be part of a close-knit team. You’ll enjoy abundant opportunities to grow your career. That’s why so many of our associates stay at Trustmark and thrive. Trustmark benefits from more than 100 years of experience but pairs that rich history with a palpable sense of optimism, growth and excitement for what’s ahead – and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.