Customer Service Manager

Are you a dynamic leader with a passion for customer satisfaction and team development? Our organization is seeking a motivated Call Center Customer Service Manager to oversee daily operations, drive performance, and cultivate a positive work environment in our fast-paced call center.

Responsibilities:

Lead and inspire a team of customer service agents to deliver outstanding service across all channels.

Monitor and analyze key performance metrics, implementing strategies to improve customer experience and operational efficiency.

Provide ongoing coaching, training, and feedback to support staff development and ensure high performance.

Handle escalated customer issues, ensuring swift and effective resolution.

Manage scheduling, resource allocation, and workforce planning to maintain optimal coverage.

Collaborate cross-functionally with other departments to identify opportunities for process improvements.

Report regularly to senior leadership on department achievements, challenges, and plans for continuous improvement.