Customer Service Manager

This individual will combine strong operational oversight with a people-first leadership style, creating structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed. Partner with Human Resources to identify staffing needs, support recruiting efforts, participate in interviews, and assist with candidate selection.

Position Overview

We are seeking a proactive, driven, and adaptable Call Center Manager to lead a high-performing, high-volume team through changing priorities and continued growth. This individual will combine strong operational oversight with a people-first leadership style, creating structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed.

The Ideal Candidate

• Positive, energetic, and personable with a strong customer-service mindset
• Natural people leader who enjoys motivating, coaching, and developing others
• Comfortable leading in a fast-paced, high-volume environment
• Confident making decisions, solving problems, and holding team members accountable
• Passionate about delivering an exceptional customer experience
• Highly organized with the ability to balance multiple priorities
• Strong communicator who can effectively connect with employees and leadership at all levels

Key Responsibilities

• Oversee the day-to-day operations and overall performance of the Call Center
• Lead, manage, coach, and motivate Call Center team members
• Establish clear expectations, performance standards, goals, and accountability measures
• Track, analyze, and report on key department metrics and KPIs to identify trends, measure performance, and drive continuous improvement
• Partner with Human Resources to identify staffing needs, support recruiting efforts, participate in interviews, and assist with candidate selection
• Build and maintain a culture of urgency, accountability, positivity, professionalism, teamwork, and exceptional customer service
• Recognize employee achievements and create opportunities for professional growth and development
• Serve as the primary point of contact for call center-related issues and customer concerns
• Ensure team members follow established privacy, security, compliance, and communication protocols
• Build strong working relationships across departments and with leadership to ensure effective outcomes
• Assist with special projects, process improvements, and other responsibilities as assigned

Minimum Qualifications

• 5+ years of management experience in a call center, customer service environment, or comparable high-volume operation
• Demonstrated experience managing a large-scale team of 85+ employees or a comparable high-volume operation
• Proven ability to develop, implement, and maintain standard operating procedures, policies, workflows, and quality-control processes
• Strong understanding of call center operations, customer service, performance management, and compliance-sensitive communications
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate metrics into actionable decisions
• Ability to effectively manage competing priorities in a fast-paced, deadline-driven environment
• Experience implementing process improvements and managing organizational change
• Proficiency with CRM, call-center, reporting, and workforce-management technologies

Pay

• $80,000 annual salary

Benefits

• 401(k) with matching contributions
• Comprehensive health, dental, and vision insurance
• Life insurance and short-term disability insurance
• Paid time off
• Employee assistance program
• Health savings account
• Employee referral program

Schedule

• Full-time
• Monday–Friday, with flexibility to support business needs outside of standard hours
• Onsite in a professional office environment

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