Manager - Global Service Center
$90,868–$90,868 year
RemoteUnited States
Job Summary
Lead daily operations across voice and digital service channels, ensuring service levels, response times, and quality standards meet global customer needs. Monitor contact volumes, queue performance, and workforce operations while managing outsourced partners to ensure compliance with SLAs and regulations. Build a high-performing, customer-focused culture by coaching supervisors and frontline team members, overseeing hiring, onboarding, training, and performance management. Analyze customer feedback and performance data to improve resolution times, satisfaction, and end-to-end customer journeys, driving innovation through automation and AI-assisted capabilities. Optimize CRM, telephony, and digital engagement platforms to support omnichannel strategies. This role supports Blue Cross Blue Shield Global Solutions' mission to provide seamless international healthcare access, with experience in global, distributed, or 24/7 service operations preferred.
Required Qualifications
- Bachelor's degree or equivalent experience
- 3–5+ years of service center or customer experience leadership experience
- Experience managing omnichannel operations
- Strong analytical, operational, and workforce planning skills
- Proven success leading teams and driving performance improvement
Desired Qualifications
- Salesforce, Genesys, NICE, or similar platform experience
- Experience supporting global customers, distributed teams or 24/7 service operations
- Digital transformation and AI-assisted service experience
- Vendor/BPO management experience
- Health insurance or healthcare experience
- Blue Cross Blue Shield experience
- Experience supporting global customers, distributed teams, or 24/7 service operations preferred
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