Customer Service Manager (On-Site)
- Lead, motivate, and develop the Customer Service team to achieve company objectives and service level targets.
- Provide clear expectations around productivity, quality, professionalism, and accountability.
- Coach, mentor, and counsel team members through regular feedback, performance evaluations, and development plans.
- Support workforce planning, onboarding, training, and succession planning for a growing team.
- Foster a culture of engagement, collaboration, inclusion, and continuous improvement.
- Oversee daily customer service operations, ensuring timely and accurate resolution of customer inquiries.
- Monitor customer communication trends, ticket volumes, quality metrics, and capacity requirements.
- Analyze and prioritize workloads based on inbound demand and business needs.
- Manage escalations and ensure appropriate resolution of complex or high-impact customer issues.
- Identify trends that indicate opportunities for Level 1 & 2 support, process improvements, or automation.
- Develop, implement, and maintain KPIs aligned with customer service goals and company priorities.
- Ensure daily, weekly, and monthly KPIs, SLAs and contractual obligations are consistently met or exceeded.
- Prepare and present operational reports and insights to leadership, highlighting trends, risks, and improvement opportunities.
- Use data-driven decision-making to manage performance and guide strategic initiatives.
- Evaluate, audit, and improve customer service processes to increase efficiency, quality, and scalability.
- Lead continuous improvement initiatives, including documentation of policies, procedures, and workflows.
- Leverage CRM and ticketing systems (e.g., Atlassian JIRA and Confluence or comparable platforms) to optimize performance and visibility.
- Partner with cross-functional teams to support system enhancements, change management, and customer experience initiatives.
- Strong capabilities in Leadership, Communication, and People Management.
- Demonstrated success improving customer satisfaction (CSAT), service levels (SLAs), first response time, and resolution time.
- Strong working knowledge of contact center operations (ticketing/workflows, queue management, escalation paths, scheduling).
- Strong proficiency in Microsoft 365, Teams, JIRA.
- Ability to analyze performance using KPIs and reporting; comfortable with dashboards and trend analysis.
- Excellent written and verbal communication skills; professional and composed in escalations.
- Strong problem-solving and root-cause skills; capable of turning recurring issues into process improvements.
- Ability to create and maintain SOPs, knowledge base articles, and customer-facing communications.
- Strong cross-functional collaboration with Sales, Operations, Product/IT, and Finance to resolve issues and prevent repeat problems.
- Skilled in conflict resolution and de-escalation; customer-first mindset with sound judgment.
- Comfortable managing to outcomes in a fast-paced environment with shifting priorities.
- High attention to detail, dependable follow-through, and ability to manage confidential information appropriately.
- Ability to work required schedule (and occasional after-hours support during peak periods, if applicable).
- Minimum 3 years of experience as a Manager. (3 - 5 years of supervisory experience, including employee training and development.
- 5 - 7 years customer service related experience.
- Advanced EXCEL skills (V-Look ups, Pivot Tables, Conditional Formatting) REQUIRED. Must be comfortable building presentations for KPIs, workflows and other key data metrics in PowerPoint or other comparable tools.
- Bachelor's degree in a business-related field. Proven ability to coach and develop others to meet goals.
- Using data-driven decision making to manage teams to KPIs.
- Be able to manage a growing team of 10 or more.
- Requires light physical activity performing non-strenuous daily activities of an administrative nature as well as periods of prolonged sitting.
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