Customer Service Manager

Job Summary

A company is looking for a Customer Service Manager to lead and optimize daily operations of the Participant Services organization.

Key Responsibilities

• Lead and manage a team of supervisors and frontline representatives, ensuring high performance and engagement
• Oversee call center operations and serve as an escalation point for complex participant issues
• Establish and report on key performance metrics, providing insights and recommendations to leadership

Required Qualifications

• 5+ years of leadership experience in a call center or customer service environment
• Proven experience managing supervisors and multi-layered teams in high-volume settings
• Strong background in workforce management, forecasting, and real-time operations
• Experience with CRM systems and operational reporting tools
• Ability to operate in a fast-paced environment while maintaining structure and discipline