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.
About The Role
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.
The compensation range for this role is (based on the corporate location in Lake Forest, Illinois):
$62,947.30 - $90,923.65 per year
The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market.
Brand: Trustmark
In addition to compensation, we offer a comprehensive benefits package that includes: 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 questions about compensation and benefits, please speak to the Recruiter if you decide to apply and are selected for an interview.
Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business. We are an equal opportunity employer, including disability and protected veteran status.

Work arrangement
No