Customer Service Manager (Remote)

POSITION SUMMARY

We are seeking a highly motivated and experienced Manager of Customer Service to lead our customer service team. The ideal candidate will possess a proven track record of leadership in customer service or call center environments, expertise in managing Call Center as a Service (CCaaS) platforms, and strong analytical capabilities. This role is crucial for ensuring exceptional customer experiences, optimizing call center performance, and driving continuous improvement.

PRINCIPAL DUTIES & RESPONSIBILITIES

Customer Service Leadership & Strategy:

• Develop, implement, and maintain Customer Service standards, methodologies, and best practices to ensure effective and consistent service delivery.
• Utilize leadership experience in customer service or call center environments to drive strategic initiatives and enhance team performance.

Team Leadership & People Management:

• Manage and lead a team of supervisors within the Customer Service Department.
• Conduct performance reviews, provide coaching and feedback, and foster a collaborative and high-performing team environment.

CCaaS Platform Management & Optimization:

• Utilize prior experience working with Call Center as a Service (CCaaS) platforms such as Dialpad, AWS Connect, Five9, or similar to optimize call center operations.
• Facilitate real-time monitoring of call queues, CSR availability, and wait times within the CCaaS system, ensuring high levels of service and immediate responses to unfavorable call trends.

Operational Excellence & Performance Monitoring:

• Coordinate systems, policies, processes, and procedures to optimize and enhance CSR performance.
• Coordinate quality call audits and provide constructive feedback to CSRs.
• Ensure staff members are achieving desired service level requirements, inspire improvement, and implement performance management when necessary.

Escalation & Issue Resolution:

• Handle and resolve escalated customer calls to satisfactory conclusions.
• Answer staff questions, provide clear direction, diffuse difficult situations, and address issues beyond the scope of CSRs.

Data Analysis & Reporting:

• Provide weekly reports to management on call center metrics, including in-depth analysis and actionable insights.
• Prepare reports by analyzing call center data to improve processes, ensure resource allocation, and maximize efficiency and customer experience.
• Proficiency in Microsoft Excel for data analysis and reporting.

EDUCATION & EXPERIENCE

• Bachelor's degree preferred.
• 5 years of Customer Service leadership / management experience preferred.
• Proven leadership experience in customer service or call center management.
• Demonstrated experience working with Call Center as a Service (CCaaS) platforms (e.g., Dialpad, IVR systems, AWS Connect, Five9). Strong analytical skills with the ability to interpret data and generate actionable insights.
• Proficiency in Microsoft Excel for data analysis and reporting.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to effectively train, coach, and motivate a team.
• Ability to maintain a positive and professional demeanor in a fast-paced environment.