JOB SUMMARY

The

CUSTOMER EXCELLENCE MANAGER

plays a key leadership role in ensuring service excellence and operational efficiency within the Customer Service Center. This position is responsible for maintaining high-quality customer engagement by overseeing quality assurance programs, identifying process improvements, managing staff development, aligning workforce schedules with demand, and producing actionable performance insights. This role also serves as a strategic liaison between cross-functional teams, ensuring consistency in communication, responsiveness to customer needs, and alignment with organizational goals. The ideal candidate is highly organized, analytically skilled, and customer-focused with the ability to lead initiatives that enhance the overall customer journey.

JOB DUTIES AND RESPONSIBILITIES

MONITOR inbound and outbound calls, emails, chat, and web interactions to ensure compliance with service quality standards and brand tone.

EVALUATE

written communications for professionalism and accuracy.

CONDUCT internal audits of QA standards, documentation accuracy, and regulatory adherence. Track findings, provide timely feedback, and support corrective actions and coaching.

PARTNER with Account Managers to ensure customer communications reflect evolving needs and expectations.

IDENTIFY

broken workflows, communication issues, and service delays that impact the customer experience.

RECOMMEND and help implement process improvements to enhance service delivery and reduce friction.

CREATE and deliver onboarding and ongoing training programs, develop learning tools, and track outcomes using surveys, QA results, and KPIs.

COLLABORATE

with management to update training based on observed needs.

ANALYZE call volume trends and season demand to recommend shift adjustments and staffing plans.

MANAGE scheduling coordination and advise on resource allocation to ensure consistent, high-quality customer coverage across all channels.

TRACK and report on key performance metrics including service levels, handle time, and resolutions rates.

GENERATE

dashboards and reports for leadership.

ACT as a liaison for CRM, workforce management tools and billing platforms.

TROUBLESHOOT

issues, support testing and upgrades, and ensure adoption of system best practices.

PROVIDE leadership in QA, training, and system support, and collaborate on strategic initiatives.

MAINTAIN and update response templates across written communication channels and align with brand standards.

COORDINATE

with communication and administrative teams on message consistency.

REPRESENT

the Service Center in strategic planning, partner with department heads on service protocols, and address high-priority customer needs.

PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED. KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of quality assurance methodologies, customer service operations, and process improvement.

Knowledge of workforce management platforms, CRM systems, and billing technologies.

Knowledge of communication stand...