Service Unit Manager

Job Summary

Leading a high-performing remote customer service team, the full-time Service Unit Manager will oversee daily call center operations, manage workforce planning and employee development, and ensure exceptional customer experiences while fostering an inclusive team culture.

Key Responsibilities

• Lead and develop a team of six direct reports and support an additional six team members, promoting accountability and continuous improvement
• Oversee daily call center operations to meet service levels and quality standards, adjusting staffing plans based on workload forecasts
• Ensure exceptional customer service delivery by analyzing trends and implementing corrective actions to enhance service procedures

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience
• 5+ years of customer service or call center leadership experience
• 3+ years of people management experience, including leading supervisors or team leads
• Experience managing remote or geographically dispersed teams
• Proven ability to coach, develop, and retain employees