Remote Call Center Manager Jobs in Hawaii (NOW HIRING)

At ProService, we serve over 3,000 Hawaii employers — and behind every one of those relationships is a team of people making sure employees get the answers they need, when they need them. The Employee Contact Center Specialist is on the front line of that promise: the first voice worksite employees hear when they have a question about their paycheck, their benefits, or their HR policy.

This is a high-volume, call center-style support role where speed, accuracy, and genuine care aren’t in tension — they’re all required. A missed detail or slow follow-up directly affects someone’s paycheck or trust in their employer. If that kind of accountability energizes you rather than weighs on you, this role is worth a serious look.

IN THIS ROLE YOU WILL

• Serve as the first point of contact for worksite employee inquiries across phone, email, and case channels — triaging, researching, and resolving questions related to payroll, benefits, PTO, timekeeping, and HR policies.
• Process high-volume level-1 transactions (address changes, direct deposit updates, PTO balances, benefits inquiries) with precision and a focus on first-contact resolution.
• Maintain detailed, timely case documentation in Salesforce so teammates and clients always know where things stand — no incomplete cases, no loose ends.
• Escalate complex or sensitive issues with full context and retain ownership through resolution — the employee should never have to start over.
• Guide worksite employees toward self-service tools during routine interactions, turning service moments into brief teaching opportunities.
• Monitor patterns, flag service risks, and contribute improvement ideas that reduce friction for employees and the team.

IS THIS ROLE RIGHT FOR YOU?

This is a structured, high-accountability environment where speed, volume, and accuracy are in constant tension. You’ll handle a wide range of employee-level issues across multiple systems and channels — often with limited context and tight turnaround expectations. Availability and responsiveness aren’t aspirational; they’re measured: abandoned call rate, email response time, FCR rate.

This isn’t a relationship management or advisory role — and the volume is real. What it offers is the satisfaction of genuinely helping people solve real problems quickly, in a team where doing that well is noticed and rewarded. If you thrive in high-accountability environments and take pride in doing high-volume work with care, this is the kind of role that feels rewarding over time.

WHAT YOU’LL BRING TO THE TEAM

Prior experience in a call center, shared services, or high-volume customer service environment is expected. We’re not just looking for someone who can handle the pace — we’re looking for someone who takes pride in doing it well.

You’re probably a fit if:

• You stay accurate under pressure, even when the volume is high. You’ve managed a steady stream of employee or customer inquiries and kept your error rate low even when the queue never seemed to clear.
• You communicate clearly and warmly, in writing and on the phone. You can take a complex benefits or payroll question and explain it in plain language — calmly, without jargon — to someone who’s stressed about their paycheck.
• You follow through on every commitment, no matter how small. You’ve caught yourself re-checking your own work on a transaction because the detail mattered — not because someone told you to.
• You’re comfortable juggling multiple systems simultaneously. You’ve worked across Salesforce, payroll tools, or T&A systems without losing track of where things stand.
• You treat documentation as a service, not a formality. Teammates have been able to pick up your cases without asking what happened — because your notes were already there.

WORK LOCATION

Statewide, Hawaii — Hybrid or In Office

This role is open to candidates across Hawaii. Where you work day-to-day depends on your island.

• Oahu (Hybrid) — Based out of our Hawaii Kai office. In office: Tuesday – Thursday | Remote: Monday & Friday Maui & Kaua'i (Hybrid) — Based out of your respective island office. In office: Tuesday – Thursday | Remote: Monday & Friday
• Kona (In Office) — Based out of our Kona office, Monday through Friday.
• Hilo (Remote) — Fully remote, working within Hawaii Standard Time (HST) business hours.

COMPENSATION

The base compensation for this position is $20.00 – $25.00 per hour, commensurate with experience and qualifications.

WHY PROSERVICE

ProService is a Hawaii-based PEO combining payroll, HR, and benefits expertise with purpose-built technology — all backed by the best local service in the islands. Backed by Silver Lake and recognized as one of Hawaii’s Best Places to Work for 20 consecutive years, we’re a team of high performers united by one mission: Empowering Employers to Succeed in Hawaii.

• A PROhana unlike any other. We assume the best in each other, give feedback focused on what’s right—not who’s right—and show up every day. This isn’t just a workplace. It’s a community.
• Do work that matters. You’ll see exactly how your contributions move the needle—meaningful problems, real decisions, and a seat at the table.
• Grow without a ceiling. Internal roles post first, and we reimburse certifications, conferences, and memberships. Your growth is our growth.
• Compete, collaborate, and win together. High expectations, real accountability, and a team of experts ready to help you push through any obstacle.
• Total rewards built around your whole life. Fully paid healthcare, 401(k) matching, paid parental leave, student loan assistance, employee assistance programs, and paid time off—just to name a few.