Manager, Customer Service

National Safety Council

Itasca, IL(remote)

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Analysis Skills, Automation, Benchmarking, Best Practices, Calibration, Call Center Operations, Call Centers, Call Routing, Campaigns, Candidate Pipeline, Career Counseling, Coaching, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relationship Management (CRM) Systems, Customer Service Management, Customer Service Operations, Customer Support/Service, Customer/Client Research, Data Analysis, Demand Forecasting/Planning, Desktop Administration, Establish Priorities, Identify Issues, Improvement Metrics, Knowledge Base, Leadership, Lean Manufacturing, Lean Six Sigma, Life Insurance, Mentoring, Nonprofit, Onboarding, Operational Audit, Operational Strategy, Operations, Operations Management, People Management, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Process Improvement, Productivity Management, Quality Assurance, Reporting Dashboards, Retention Programs, Sales, Salesforce.com, Short Messaging Service (SMS), Skills-Based Routing, Standard Operating Procedures (SOP), Strategic Planning, System Test, Systems Administration/Management, Team Lead/Manager, Trend Analysis, Vision Plan, Voice Chat, Voice Response Systems, Workforce Management

LOCATION

Itasca, IL

POSTED

Today

Save lives, from the workplace to anyplace.

The National Safety Council is America’s leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur.

We are currently looking for a Manager, Customer Service to join us in our mission to save lives and prevent injuries.

Role:
The Manager, Customer Service leads the day-to-day operations of a fully remote, high-performing, omnichannel contact center focused on delivering a world-class customer experience across voice, chat, email, SMS, and digital channels. This role is responsible for driving service excellence, operational efficiency, and continuous improvement through data-driven decision-making, strong people leadership, and deep expertise in contact center technologies—particularly Five9.

This leader serves as a Five9 super-user and internal expert, optimizing platform capabilities to enhance customer experience, agent productivity, and business outcomes. The ideal candidate combines strategic thinking with hands-on execution and a passion for elevating customer service standards.

What You’ll Own:

Omnichannel Contact Center Leadership

Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service).
Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards.
Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores.
Forecast demand and partner with workforce management to ensure optimal staffing across channels.
Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction.

Customer Experience Excellence

Champion a customer-first culture focused on empathy, responsiveness, and resolution.
Design and implement programs to achieve world-class service benchmarks.
Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives.
Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer journey.

Five9 Super-User & Technology Ownership

Serve as the primary Five9 subject matter expert (SME) for the contact center.
Maintain Five9 functionality including:
- IVR design and optimization
- Call routing strategies (skills-based routing, prioritization, overflow logic)
- Campaign management (inbound/outbound/blended)
- Agent desktop configuration and workflows
- Digital channel integrations (chat, messaging, email)
Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends.
Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime.
Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing).
Lead system enhancements, testing, and releases in partnership with IT and business stakeholders.
Train and mentor supervisors and agents on Five9 tools and best practices.

Team Leadership & Development

Lead, coach, and develop a team of supervisors, team leads, and frontline agents.
Establish clear performance expectations and accountability for results.
Conduct regular coaching, performance reviews, and career development planning.
Foster a high-engagement, inclusive team culture focused on collaboration and excellence.
Drive hiring, onboarding, and retention strategies to build a strong talent pipeline.

Operational Excellence & Continuous Improvement

Analyze operational data to identify trends, inefficiencies, and opportunities for optimization.
Implement process improvements to enhance productivity, quality, and customer outcomes.
Support quality assurance programs, including calibration and performance feedback loops.
Develop and maintain SOPs, knowledge base content, and training materials.
Lead or participate in cross-functional projects and initiatives.

We’re Looking for Someone with:

Bachelor’s degree in Business, Communications or a related field, or equivalent work experience
5+ years of experience in contact center or customer service operations
2+ years of direct people management experience within a fully remote contact center environment
Demonstrated success leading, coaching, and developing remote teams, including performance management and engagement in a virtual setting
Strong experience managing omnichannel support environments.
Hands-on experience with Five9 platform administration and configuration.
Proven track record of improving customer experience metrics (CSAT, NPS, FCR).
Strong analytical skills with the ability to interpret data and drive actionable insights.
Excellent leadership, communication, and stakeholder management skills.
Five9 certifications or advanced platform expertise.
Experience with WFM tools, CRM systems (e.g., Salesforce), and QA platforms.
Background in process improvement methodologies (Lean, Six Sigma).
Experience scaling contact center operations or leading transformation initiatives.
Potential for 2 overnight trips annually.
Attendance at NSC Conferences requiring weekend work.
This is a remote position.
Salary - $100,000

Reasons You’ll Love it here:
NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following:

At least 20 PTO days accrued 1^st year and 11 paid holidays
Flexible work arrangements
Comprehensive medical, dental, vision, and life insurance plans
Flex spending accounts for medical and dependent care
403(b) & Roth 403(b) with employer match up to 6%
Reimbursable training
Dress for your day

Our hiring process is designed to give you the opportunity to shine at each step. It starts with an assessment where you really showcase your drive for the role. From there, candidates selected for the first interview will discuss their skills and how they fit with our team. If you're a match, the second interview takes a deeper dive into your background and how you can contribute to our goals. After that, we'll make our final decision and let you know the outcome. This is our usual process, and we're excited to get to know you along the way!

NSC is a Recovery-Friendly Workplace.
We support individuals in or seeking recovery from substance use disorder by fostering a culture of respect, inclusion, and support. We provide access to confidential resources, reasonable accommodations, and a work environment that values your journey and contributions.

NSC is an equal opportunity employer.

About the Company

National Safety Council

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