Customer Service Manager
About the role
The Customer Service Manager will oversee daily operations for a large team of customer service professionals, ensuring productivity, service quality, and adherence to established processes.
Responsibilities
- Oversee daily operations for a large team of customer service professionals, ensuring productivity, service quality, and adherence to established processes.
- Monitor team performance metrics and implement strategies to improve efficiency, responsiveness, and customer satisfaction.
- Provide ongoing coaching, mentorship, and performance feedback to supervisors and frontline representatives.
- Develop and execute employee training and development initiatives to support team growth and retention.
- Partner with cross-functional departments to resolve escalated customer concerns and improve service delivery.
- Analyze operational trends and reporting data to identify opportunities for process improvement.
- Foster a culture of accountability, collaboration, and customer-focused service.
- Support workforce planning, staffing needs, and performance management activities.
Qualifications
- Bachelor's degree
- Minimum of 5 years of leadership experience managing large customer service or call center teams, including responsibility for 30+ employees.
- Previous experience working in a structured, metrics-driven contact center environment strongly preferred.
- Proven success developing employees, improving team performance, and building high-performing customer service organizations.
- Tenured background in customer service, contact center operations, or customer support leadership preferred.
- Demonstrated ability to balance operational priorities while maintaining a positive customer experience.
Benefits
This position is eligible for a competitive benefits package, including medical, dental, vision, paid time off, and other employer-sponsored programs.
Pay
$85,000 - $100,000
Schedule
M – F, 10:30 am – 7 pm
Industry
Professional Services
Company Information
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.