Manager, Team Member Experience

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.

• Bachelor’s degree preferred

• 2–3 years of management experience in customer service, call center operations, or benefits administration

• Experience with Microsoft Office 365

• Strong leadership, coaching, communication, and relationship-building skills

• Ability to manage multiple priorities in a fast-paced environment

• Highly organized, results-oriented, and ability to make sound decisions

• Excellent interpersonal, listening, and problem-solving abilities

• A track record of fostering culture, inspiring teams, and developing talent

Working here means you’ll be part of a mission-driven team that values growth, collaboration, and service excellence. You’ll gain the knowledge, mentorship, and real-world experience needed to build a strong professional foundation—and a career you can be proud of.

Kelly & Associates Insurance Group, Inc., a Kelly Benefits company, is one of the nation’s largest employee benefit administrators, brokers, payroll providers and consultants.

We’re committed to helping businesses navigate the intricacies of insurance, benefits, payroll, retirement and other offerings and services, while saving them time and money.

Kelly Benefits delivers high quality, cost-effective, integrated solutions through:

• An incredible team of dedicated professionals. Our set of business values called “The Kelly Way” inspires, guides and drives us to serve our clients with excellence.

• Efficient processes, tools and technology. We’re dedicated to delivering cost-effective efficiencies.

• High-integrity alliances with the finest health, life, disability, dental and vision carriers, suppliers and brokers.

Kelly Benefits is committed to treating our People with dignity and respect, dealing with them honestly, compensating them fairly, and providing quality benefits and opportunities to develop their full potential.

Our Robust Benefits Package Includes:

401K with Match

️ Paid Time Off, including 9 Company Paid Holidays each year

‍‍ Paid Parental Leave

Medical, Dental, Vision, Life, Disability & other voluntary insurance options

On-site Fitness Center

• ️ Cold Brew & Coffee on tap

Campus Walking Path

Corporate Chaplain & Monthly Devotion