Job Description

Job Description

Call Center Customer Service Manager

Customer service experience, with 5+ years in a leadership role within a call center environment.

We’re looking for a dynamic Call Center Customer Service Manager to lead our customer support operations and elevate the service experience across phone, email, chat, and social media. This role is ideal for a strategic leader with a passion for operational excellence, team development, and customer satisfaction.

Are you looking to make a career change to a stable company? This exciting opportunity offers a competitive salary plus an excellent benefits package including medical insurance, dental insurance, vision insurance and paid PTO.Does this position match your future career goals?Then this opportunity could be the right fit for you.

Why should you apply?

• Growth Opportunities
• Great Pay
• Excellent Benefits

Responsibilities

• Develop and monitor KPIs, dashboards, and agent scorecards to drive accountability and performance.
• Identify inefficiencies and implement improvements using data analytics and lean methodologies.
• Implement and maintain systems such as CRM platforms, telephony solutions, and knowledge bases.
• Build comprehensive training programs and cross-train agents to ensure flexibility and consistency.
• Launch QA/QC initiatives and coach team members to uphold service standards.
• Collaborate with other departments to resolve customer issues and improve workflows.
• Manage a portfolio of client accounts to ensure long-term success and satisfaction.
• Serve as the primary point of contact for assigned customers.
• Maintain strong relationships with existing clients to encourage repeat business and loyalty.
• Establish clear goals and performance benchmarks aligned with organizational KPIs.
• Conduct regular one-on-one meetings, performance evaluations, and provide actionable coaching.
• Drive strategic account growth and retention.
• Monitor and improve customer satisfaction and loyalty metrics.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field (preferred).
• 5+ years of leadership experience in a call center environment.
• Proven success in process improvement and change management.
• Strong communication, negotiation, and relationship-building skills.
• Analytical mindset with experience in data-driven decision-making.
• Proficiency in Microsoft Office; experience with Five9, SAP ERP, and SAP CRM preferred.
• Ability to meet tight deadlines and manage multiple priorities.
• Professional written and verbal communication skills.

Ask for Jasleen

jasleen@ajuliaexecutivesearch.com

Ajulia Executive Search is a search firm specializing in Manufacturing, Finance, IT, Legal and Pharmaceutical positions. This is a confidential search for one of our preferred clients. It is a direct hire position that includes competitive compensation and full comprehensive benefit package.

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