Customer Service Performance Manager

WTW • North Canton, OH • 5d ago

Description

TRANZACT is a leading direct-to-consumer insurance services business, specializing in the distribution of Medicare Advantage, Medicare Supplement and Life & Supplemental insurance policies. Our focus is on leveraging our highly skilled team of over 3,000 professionals to deliver innovative solutions for our insurance carrier partners and provide consumers with a best-in-class experience.

We work with some of America's largest insurance brands to attract, educate and connect with consumers. Our diverse team of analysts, writers, engineers, designers, business leads, data scientists and sales professionals all work together to create thoughtful, data-driven and effective marketing, technology, sales and servicing strategies. These efforts have resulted in TRANZACT earning recognition and winning awards from some of the biggest names in the industry.

When you become part of TRANZACT, you join a team of passionate people who push for excellence, follow through on commitments, and love to succeed together. Our culture rests on a simple principle - " Be Real" - that means being genuine, keeping your word, and having the courage to make tough decisions. Our " Be Real" values resonate and are meaningful to us. We are entrepreneurial, fast paced and empower our people. We know how to make things happen and know that our people are always the source of our success.

The Performance Manager plays a vital role in driving excellence within the Member Care department by overseeing the coaching, development, quality, and productivity of a team of Member Care Representatives. With a team size ranging from 15 to 30 members, this leader is responsible for ensuring high performance, member satisfaction, and adherence to compliance standards. This role requires a proactive and motivational leader who thrives in a dynamic, service-focused environment.

Key Responsibilities

Directly manage a team of Member Care Representatives to inspire exceptional performance.

Monitor and ensure adherence to compliance and quality assurance standards.

Provide coaching, mentorship, and performance feedback to support continuous growth and skill development.

Motivate the team to consistently meet or exceed key performance metrics.

Participate in the hiring, onboarding, and training of new Member Care colleagues.

Lead performance management processes for assigned team members, including goal setting and performance reviews.

Contribute to department-wide initiatives and support special projects as needed.

Qualifications

Required Qualifications

Exceptional verbal and written communication skills.

Strong drive to meet and exceed productivity, quality, and customer satisfaction goals.

Proven experience managing and coaching teams in a member care, customer service, or comparable setting (e.g., retail assistant management, team lead roles).

2+ years of direct supervisory or leadership experience.

Preferred Qualifications

Experience in member care or customer service environments.

Previous work in telemarketing or call center settings.

Knowledge of Over-65 Health Insurance products and services.

Key Skills

Written and verbal communication

Performance analysis and reporting

Critical thinking and decision-making

Action-oriented and results-driven

Coaching and mentoring

TRANZACT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer / Disability / Vet (https://cdn-static.findly.com/wp-content/uploads/sites/478/2019/03/Equal-Opportunity-is-the-Law-Poster-Supplement.pdf)

WTW

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