Manager of Customer Service - Remote

Overview

We are seeking a highly motivated and experienced Manager of Customer Service to lead our customer service team. The ideal candidate will possess a proven track record of leadership in customer service or call center environments, expertise in managing Call Center as a Service (CCaaS) platforms, and strong analytical capabilities. This role is crucial for ensuring exceptional customer experiences, optimizing call center performance, and driving continuous improvement.

In Short

• Develop, implement, and maintain Customer Service standards and best practices.
• Drive strategic initiatives to enhance team performance.
• Manage and lead a team of supervisors within the Customer Service Department.
• Utilize CCaaS platforms to optimize call center operations.
• Monitor call queues and CSR availability in real-time.
• Coordinate quality call audits and provide feedback to CSRs.
• Handle escalated customer calls and resolve issues.
• Provide weekly reports on call center metrics and insights.
• Proficiency in Microsoft Excel for data analysis.
• Foster a collaborative and high-performing team environment.

Requirements

• Bachelor’s degree preferred.
• 5 years of Customer Service leadership/management experience preferred.
• Proven leadership experience in customer service or call center management.
• Experience with CCaaS platforms (e.g., Dialpad, AWS Connect, Five9).
• Strong analytical skills with the ability to interpret data.
• Excellent communication and problem-solving skills.
• Ability to train, coach, and motivate a team.
• Maintain a positive demeanor in a fast-paced environment.

Benefits

• Opportunity to lead a dynamic customer service team.
• Engagement in strategic initiatives for continuous improvement.
• Professional development opportunities.
• Collaborative work environment.
• Access to advanced CCaaS technologies.