Position Overview

The Senior Customer Service Call Center Manager is responsible for the strategic leadership, day-to-day operations, and continuous improvement of the customer service call center. This role oversees a team, drives performance excellence, and ensures customers receive consistent, high-quality service. The ideal candidate brings 5–8 years of progressive call center leadership experience and a track record of developing high-performing teams.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a supervisor, team leader and team of agents across inbound queues.
• Conduct regular one-on-ones, performance reviews, and development planning for direct reports.
• Foster a positive, high-accountability team culture aligned with company values.
• Oversee hiring, onboarding, and retention strategies to maintain optimal staffing levels.

Operations & Performance Management

• Monitor and manage KPIs including CSAT, NPS, and QA scores[JF1] .
• Analyze call center data and workforce metrics to identify trends, gaps, and improvement opportunities.
• Develop and manage schedules, capacity plans, and escalation protocols.
• Oversee call quality assurance programs and drive continuous improvement initiatives.
• Manage call center technology platforms (ACD, CRM, WFM tools) and partner with IT on system enhancements, including the evaluation and implementation of AI-powered tools such as conversational AI, real-time agent assist, automated quality monitoring, and predictive analytics to improve efficiency and customer experience.

Customer Experience

• Champion a customer-first culture and ensure service delivery meets or exceeds customer expectations.
• Handle escalated customer issues with professionalism and timely resolution.
• Collaborate with cross-functional teams (Sales, IT, Operations) to resolve systemic issues affecting customers.

Strategy & Reporting

• Develop and execute the call center strategy in alignment with broader business objectives.
• Prepare and present regular performance reports and strategic recommendations to senior leadership.
• Manage departmental budget, forecasting, and resource allocation.
• Lead change management efforts for new processes, tools, and initiatives.

Training & Development

• Lead a comprehensive revamp of the customer service training program—rebuilding it from the ground up to reflect current products, processes, and service standards while establishing a scalable foundation for future growth.
• Develop role-specific training tracks for agents, team leads, and supervisors.
• Integrate blended learning approaches including e-learning modules, live coaching sessions, call shadowing, and scenario-based simulations.
• Build a training content library with standardized materials, scripts, objection-handling guides, and escalation playbooks.
• Coordinate with supervisors to deliver real-time coaching and training reinforcement based on call monitoring and QA findings.

Qualifications

Required

• 5–8 years of call center experience, with at least 3 years in a management role overseeing supervisors.
• Proven ability to lead large teams in a high-volume customer service environment.
• Strong analytical skills; experience using data to drive operational decisions.
• Proficiency with call center platforms and workforce management tools.
• Excellent communication, coaching, and conflict-resolution skills.

Preferred

• Experience in warranty, service contracts, insurance, or financial services.
• Claims management and administration
• Familiarity with Lean, Six Sigma, or other process improvement methodologies.
• COPC, ICMI, or similar call center management certification.
• Experience managing remote or hybrid call center teams.
• Bachelor's degree in Business Administration, Communications, or related field (or equivalent experience).

Compensation & Benefits

Competitive salary commensurate with experience. Full benefits package including medical, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

This job description is intended to convey the essential functions and requirements of the position and is not an exhaustive list of activities, duties, or responsibilities. Duties may be modified or added at any time at the discretion of management.