Customer Service Manager Addison Group is partnering with our client to identify an experienced Customer Service Manager to lead a large customer support team in a fast-paced, high-volume service environment. This individual will be responsible for driving operational performance, developing frontline leaders and representatives, and ensuring a consistently high level of service for customers. The ideal candidate brings a strong background in contact center leadership, a passion for employee development, and the ability to manage performance through coaching and accountability.
Key responsibilities include overseeing daily operations for a large team of customer service professionals, ensuring productivity, service quality, and adherence to established processes. The role also involves monitoring team performance metrics and implementing strategies to improve efficiency, responsiveness, and customer satisfaction. Additionally, the Customer Service Manager will provide ongoing coaching, mentorship, and performance feedback to supervisors and frontline representatives. They will develop and execute employee training and development initiatives to support team growth and retention. Furthermore, they will partner with cross-functional departments to resolve escalated customer concerns and improve service delivery. The role also entails analyzing operational trends and reporting data to identify opportunities for process improvement and fostering a culture of accountability, collaboration, and customer-focused service.
Qualifications for this position include a bachelor's degree, minimum of five 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 is strongly preferred. The ideal candidate has proven success developing employees, improving team performance, and building high-performing customer service organizations. A tenured background in customer service, contact center operations, or customer support leadership is preferred. Demonstrated ability to balance operational priorities while maintaining a positive customer experience is also required.
