Customer Service Manager

Job Description

<p>Core Duties & Responsibilities</p><ul><li>Lead and support team leads in daily operations and work allocation to ensure timely, high-quality service delivery</li><li>Monitor staffing levels, workload volume, and support demand; adjust resources as needed</li><li>Track service-level performance, analyze trends, and drive continuous improvement initiatives</li><li>Improve operational efficiency through process optimization, automation, and system enhancements</li><li>Own service delivery outcomes and their direct impact on customer experience</li><li>Promote employee engagement through recognition, incentives, and development initiatives</li><li>Make management decisions related to hiring, team structure, and employee development</li><li>Anticipate and manage operational risks, changes, and evolving business needs</li><li>Coach and develop team leads to improve client experience and solution effectiveness</li><li>Deliver regular performance reporting with actionable insights</li><li>Measure results against KPIs and partner with business leaders to implement corrective actions</li><li>Foster a culture of innovation, continuous improvement, and operational excellence</li><li>Participate in leadership meetings and support special projects as required</li></ul><p>Supervisory Responsibilities</p><ul><li>Directly manage team leads across customer-facing and support teams</li><li>Oversee training, workforce planning, performance management, coaching, recognition, and corrective action</li></ul>