Manager, Customer Service

Job Listing ID:

4475849

Job Title:

Manager, Customer Service Application Deadline:

05/18/2026

Job Location:

Bend

Date Posted:

04/18/2026

Hours Worked Per Week:

40

Shift:

Day Shift Duration of Job:

Full Time, more than 6 months You may contact this employer directly. (Obtain the contact information to print or add to your jobs.)

Job Summary:

Looking for a way to make an impact and help people? Join PacificSource and help our members access quality, affordable care! PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths. Provide overall leadership and direction for multi-channel Contact Center Customer Service teams, ensuring timely and effective responses to customer inquiries. Oversee service performance metrics to meet PacificSource's standards and support high levels of member and provider satisfaction. Uphold and advance PacificSource's reputation for exceptional service by actively supporting the organization's vision, mission, and values.

Essential Responsibilities:

• Provide direct leadership to team leaders and indirect leadership to all department staff, ensuring consistent achievement of Standards of Work, Service Level Agreements (SLAs), and departmental performance goals.
• Ensure team leaders clearly understand and manage expectations related to workflow, quality, productivity, staffing adherence, and individual performance metrics.
• Drive accountability for key contact center KPIs, including but not limited to: Service Level / Speed of Answer, Abandonment Rate, First Call Resolution (FCR), Average Handle Time (AHT) (balanced with quality), Call Quality Scores, Schedule Adherence, After-Call Work (ACW), and Member and Provider Satisfaction.
• Build and sustain high-performing teams through visible leadership, consistent communication, recognition, and engagement practices that support KPI and SLA achievement.
• Resolve complex and escalated customer complaints, ensuring outcomes meet service recovery standards, quality expectations, and regulatory requirements.
• Oversee audit and quality monitoring programs to ensure call responses consistently meet standards for accuracy, courtesy, compliance, and first-call resolution.
• Ensure corrective actions are implemented promptly when KPI or SLA targets are missed, including performance coaching, workflow adjustments, or process improvements.
• Lead the oversight, development, implementation, and communication of departmental programs, policies, and procedures to su To view the full job description please use the link below.

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Job Classification:

First-Line Supervisors of Office and Administrative Support Workers Access our statewide or regional occupation report for more information about wages, employment outlooks, skills, training programs, related occupations, and more. Compensation

Salary:

Depending on Experience Job Requirements

Experience Required:

 At least 1 year

Education Required:

None

Minimum Age:

N/A Gender:

N/A