Customer Service Manager

Job Summary

Ready to lead a high-performing team, the full-time remote Customer Service Manager will oversee daily operations of the call center, ensuring quality service delivery and effective client relationship management.

Key responsibilities

• Supervise and develop a team of Customer Service Representatives, conducting regular performance evaluations and coaching
• Monitor call center operations to ensure adherence to quality standards and service level agreements
• Engage with clients and stakeholders, managing day-to-day service delivery and addressing escalated inquiries

Required qualifications

• 5+ years of experience in a call center or contact center environment, with at least 2 years in a supervisory or management role
• Proven ability to lead and motivate customer service teams in a high-volume setting
• Strong analytical skills with experience in using call center metrics for performance improvement
• Proficiency with CRM or call center workforce management platforms
• Demonstrated ability to manage competing priorities and handle escalations effectively