Customer Service Manager

Position Overview

We are seeking a proactive, driven, and adaptable Call Center Manager to lead a high-performing, high-volume team through changing priorities and continued growth. This individual will combine strong operational oversight with a people-first leadership style, creating structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed.

The Ideal Candidate

• Positive, energetic, and personable with a strong customer-service mindset
• Natural people leader who enjoys motivating, coaching, and developing others
• Comfortable leading in a fast-paced, high-volume environment
• Confident making decisions, solving problems, and holding team members accountable
• Passionate about delivering an exceptional customer experience
• Highly organized with the ability to balance multiple priorities
• Strong communicator who can effectively connect with employees and leadership at all levels

Key Responsibilities

• Oversee the day-to-day operations and overall performance of the Call Center
• Lead, manage, coach, and motivate Call Center team members
• Establish clear expectations, performance standards, goals, and accountability measures
• Track, analyze, and report on key department metrics and KPIs to identify trends, measure performance, and drive continuous improvement
• Partner with Human Resources to identify staffing needs, support recruiting efforts, participate in interviews, and assist with candidate selection
• Build and maintain a culture of urgency, accountability, positivity, professionalism, teamwork, and exceptional customer service
• Recognize employee achievements and create opportunities for professional growth and development
• Serve as the primary point of contact for call center-related issues and customer concerns
• Ensure team members follow established privacy, security, compliance, and communication protocols
• Build strong working relationships across departments and with leadership to ensure effective outcomes
• Assist with special projects, process improvements, and other responsibilities as assigned

Minimum Qualifications

• 5+ years of management experience in a call center, customer service environment, or comparable high-volume operation
• Demonstrated experience managing a large-scale team of 85+ employees or a comparable high-volume operation
• Proven ability to develop, implement, and maintain standard operating procedures, policies, workflows, and quality-control processes
• Strong understanding of call center operations, customer service, performance management, and compliance-sensitive communications
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate metrics into actionable decisions
• Ability to effectively manage competing priorities in a fast-paced, deadline-driven environment
• Experience implementing process improvements and managing organizational change
• Proficiency with CRM, call-center, reporting, and workforce-management technologies

Pay

• $80,000 annual salary

Benefits

• 401(k) with matching contributions
• Comprehensive health, dental, and vision insurance
• Life insurance and short-term disability insurance
• Paid time off
• Employee assistance program
• Health savings account
• Employee referral program

Schedule

• Full-time
• Monday–Friday, with flexibility to support business needs outside of standard hours
• Onsite in a professional office environment