About this role
Job Description
Essential Duties and Responsibilities
The Customer Service Manager is responsible for overseeing daily Customer Service operations, leading and developing team members, and ensuring departmental performance goals and service standards are met. This role focuses on employee performance, operational efficiency, quality assurance, and delivering exceptional customer experience.
- Lead, manage, and develop customer service supervisors, team leads, and representatives.
- Oversee daily operations, staffing, scheduling, and workflow to maintain appropriate coverage and service levels.
- Monitor key performance indicators (KPIs), including service level, average speed of answer, abandonment rate, call handling, and quality.
- Manage employee attendance, timekeeping, and schedule adherence in accordance with company policies.
- Provide regular coaching, performance feedback, call monitoring, and employee development.
- Ensure compliance with established policies, procedures, quality standards, and customer service expectations.
- Identify performance gaps and implement improvement plans to achieve departmental goals.
- Recruit, onboard, and train employees in collaboration with appropriate departments.
- Analyze customer feedback and operational trends to identify opportunities to improve customer satisfaction and retention.
- Collaborate with other departments to resolve issues, improve processes, and support organizational goals.
- Assist with departmental budgeting, staffing plans, reporting, and resource allocation.
- Perform other duties as assigned.
Qualifications and Education Requirements
- High school diploma or GED required.
- Minimum of three years of related customer service or call center experience.
- Prior supervisory or management experience preferred.
Required Skills and Physical Requirements
- Excellent verbal and written communication skills.
- Being able to sit for extended hours
- Ability to lift 25 pounds
- Strong leadership, coaching, organizational, and problem-solving skills.
- Ability to analyze performance data and implement improvement strategies.
- Proficiency in computer systems and standard office applications.
- Ability to manage competing priorities in a fast-paced environment.
- Ability to meet established productivity standards and perform essential job functions safely and successfully.
- Ability to communicate clearly and professionally by telephone and through written communication.