Customer Service Manager - Remote

Role Overview

Under the direction of the Sr Manager of Customer Service, the Customer Service Manager will oversee a team of Customer Service Representatives and/or Engagement Specialists. The role focuses on coaching and daily support of the team, and on monitoring metrics and quality performance to ensure strong customer experience.

Responsibilities

• Team Supervision:
  • Oversee daily customer service operations and team performance
  • Coach and train staff to meet performance standards
  • Conduct regular call monitoring/audits to ensure accurate information is provided
  • Monitor phone system/call volume and ensure adequate staffing to meet Service Level Agreements (SLAs)
• Complaint Resolution:
  • Handle escalated complaints and complex customer issues
  • Meet/communicate with clients as needed (implementations, complaint resolution, process improvement)
• Training & Development:
  • Facilitate training sessions and support career development
  • Monitor attendance and performance; manage disciplinary process when required
  • Run team meetings for communication, ongoing training, and engagement
  • Analyze call trends and deliver recurrent training
• Performance Monitoring:
  • Track and report key performance indicators (KPIs) and service metrics
  • Partner with vendors to maintain service levels and KPIs
  • Ensure consistent service delivery aligned to contractual outcomes
  • Provide feedback on overall performance expectations
• Process Improvement:
  • Identify opportunities to enhance processes and improve service efficiency
  • Support goal-setting with senior leadership (short-term and long-term)
  • Proactively support internal teams (Client Operations, Workforce Management, Training)
  • Collaborate with peer Customer Service Managers on cross-team improvements
• Other: Some travel may be required; responsibilities may vary by need.

Requirements

• Minimum 2 years of Call Center Customer Service experience
• College degree or demonstrated professional leadership experience
• Excellent verbal and written communication
• Strong organization and attention to detail; ability to follow through
• Ability to work all shifts/days as needed and maintain confidentiality
• Proficiency navigating telephony and Computer Information Systems
• Sound judgment and critical thinking
• Proficient with MS Office
• Ability to deliver/receive feedback, including difficult discussions

Nice to Haves

• Demonstrated ability to drive process improvements and coach teams using performance/quality data