Call Center Customer Service Manager

About the role

The successful candidate will lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients.

Responsibilities

• Lead and manage 5–10 call center supervisors overseeing inbound and outbound teams
• Coach and develop supervisors on customer service best practices and performance management
• Monitor and improve call center metrics, productivity, and service quality
• Foster a culture of accountability, continuous improvement, and excellence
• Oversee workforce management and set clear performance goals
• Develop strategies to enhance customer satisfaction across all service interactions
• Motivate teams to maximize sales opportunities and meet revenue targets
• Ensure accurate and timely payroll review and submission
• Track and analyze individual and team performance, addressing both strengths and areas for improvement
• Communicate process updates and key messages effectively to supervisors
• Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting
• Design and audit quality assurance strategies to ensure top-tier service delivery
• Manage hiring, coaching, and termination processes for call center staff
• Manage remote employees as needed
• Perform other duties as assigned

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• 2+ years of experience in call center operations management
• Strong data entry and computer skills
• Fluent in English (spoken and written)
• Wired high-speed internet connection (20Mbps+ download speed)
• Excellent organizational, written, and verbal communication skills
• Typing speed of 20+ words per minute
• Availability to work scheduled shifts, including during training
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Ability to learn and navigate complex computer systems
• Reliable attendance and punctuality
• Strong conflict resolution, problem-solving, and negotiation skills
• Customer-focused mindset: empathetic, responsive, and patient
• Strong interpersonal skills and team orientation

Pay

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Schedule

This is a full-time, on-site position at one of our physical contact center locations.