Manager, Customer Service (Call Center) - 167842

Responsibilities: of the Manager, Customer Service (Call Center): • Oversee day-to-day operations of a contact/call center handling inbound and outbound customer interactions. • Lead, coach, and develop supervisors and customer service representatives to achieve service and performance goals. • Monitor and manage key performance indicators including SLAs, AHT, QA scores, CSAT, and productivity metrics. • Partner with workforce management to support scheduling, forecasting, and staffing optimization. • Drive continuous improvement initiatives to enhance efficiency, service quality, and employee engagement. • Handle escalated customer issues and ensure timely and effective resolution. • Collaborate with training, quality, and operational leadership to ensure consistent service delivery. • Ensure compliance with internal policies, procedures, and applicable regulations. Qualifications: of the Manager, Customer Service (Call Center): • 5+ years of experience in a contact center or call center leadership role. • Proven experience managing supervisors and/or large customer service teams. • Strong understanding of call center metrics, reporting, and performance management. • Excellent communication, coaching, and problem-solving skills. • Experience working in a hybrid environment with onsite leadership responsibilities. • Proficiency with contact center technologies, CRM platforms, and workforce management tools.