Service Unit Manager – Remote Call Center

About Our Client

The organization operates a remote call center focused on delivering customer service. It manages a distributed workforce and prioritizes operational efficiency, workforce planning, and customer satisfaction within a remote environment.

About the Opportunity

The Service Unit Manager leads and develops a remote customer service team, directly managing six employees and indirectly overseeing six more through subordinate leaders. This role ensures workforce planning, employee development, operational efficiency, and customer service excellence while fostering a positive and inclusive team culture. The position plays a critical role in maintaining high service standards and supporting continuous improvement in a remote setting.

Responsibilities

• Lead, coach, and develop six direct reports and support an additional six team members indirectly
• Foster a culture of accountability, collaboration, engagement, and continuous improvement
• Conduct one-on-one meetings, performance reviews, and development planning
• Identify talent, support career growth, and create succession plans
• Promote inclusion and manage a diverse remote workforce
• Oversee daily remote call center operations to meet service levels, quality standards, and business objectives
• Monitor staffing, workforce utilization, schedules, and resource allocation
• Partner with leadership to forecast workloads and adjust staffing plans
• Analyze operational metrics and implement efficiency improvements
• Ensure consistent customer service delivery and adherence to processes
• Identify service gaps and implement corrective actions
• Develop and refine customer service procedures and best practices
• Focus on quality assurance and continuous process improvement
• Investigate and resolve escalated customer, employee, and operational issues
• Use data and critical thinking to identify root causes and implement solutions
• Make timely decisions balancing customer and business needs
• Anticipate challenges and develop action plans to mitigate risks
• Establish trust and rapport in a remote environment
• Communicate expectations clearly and provide timely feedback
• Champion employee engagement initiatives to strengthen team morale and culture
• Collaborate with cross-functional partners and leadership teams

Requirements

• Experience leading and developing remote customer service teams
• Strong problem-solving and decision-making skills
• Ability to manage operations, workforce planning, and staffing
• Skilled in analyzing metrics and implementing improvements
• Effective communication and culture-building abilities in a remote environment