What are the responsibilities and job description for the Manager, Team Member Experience position at Kelly Benefits?
Kelly Benefits in Sparks, MD is seeking a leader to manage and lead a team of Customer Care Advocates while owning and evolving the overall Team Member Experience practice. This role champions coaching, training reinforcement, culture-building, and scheduling functions to ensure Advocate success, engagement, and long-term readiness in an environment where our people are developed, supported, and inspired.
The Manager also oversees the Customer Care Launch Program, ensuring strong transitions from training to live operations.
What You’ll Do -
People Leadership
- Lead and support a team of 8–10 Customer Care Advocates through weekly 1:1s, real-time coaching, quality reviews, and annual performance evaluations.
- Manage all aspects of team scheduling, including shifts, breaks, lunches, PTO, and daily/weekly staffing coverage.
- Provide personalized coaching and career-path guidance to help each Advocate grow in skill and confidence.
- Champion a positive, inclusive environment that drives engagement, trust, connection, and clear communication.
Practice Leadership
- Partner closely with Learning & Development to ensure Advocates are fully prepared as they transition from training to the live floor.
- Reinforce learning through ongoing coaching, refreshers, and targeted skill-building sessions.
- Monitor key performance indicators to identify opportunities for development and celebrate wins.
- Serve as the voice of the team member, bringing forward feedback on systems, processes, break structures, facilities, training, and communication.
- Lead culture-building efforts including team meetings, recognition moments, celebrations, and engagement activities.
- Create an environment where Advocates feel supported, valued, and set up for long-term success.
Collaborate -
- Partner with the Caller Experience Practice Lead and Client Experience Practice Lead to stay aligned on service trends, coaching needs, and readiness.
- Join with Operations, IT, and KBS Account Teams to support client expectations, upcoming changes, and new launches.
Hours:
General corporate hours are 8:15 a.m. to 5:00 p.m. The Kelly Benefits Call Center is open from 8am to 6pm. Your actual work schedule may vary depending on your department's business needs. Additional hours may be required to achieve business objectives, specifically during Open Enrollment season in October & November.