Team Manager, Customer Service

Key job responsibilities

Although not all-encompassing, the below provides an overview of this role:

- Lead a team of 20 to 25 associates in a remote environment, where you are responsible for coaching, engaging, and communicating in a way that drives results, manages performance, develops talent, and inspires innovation.

- Provide guidance to Customer Service Associates, using question-based coaching to motivate team members.

- Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution.

- Manage performance goals, including leveraging disciplinary processes when necessary.

- Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.

- Advocate for individual Customer Service Associate engagement (e.g., wellbeing, work/life balance needs, recognition of contribution, effective communication, etc.).

- Explain tasks and procedures clearly; tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message.

- Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.

- Commit to an adjusting work schedule based on business, customer, and associate need. Flexibility is expected and required.

Basic Qualifications

- Experience demonstrating leadership and people management in Customer Service or customer facing roles

- Speak, write, and read fluently in English

- Experience using MS Office, especially MS Excel for data analysis and pivot tables

- Work flexible shifts including night shifts/weekends

- High school diploma or equivalent

- Experience with Microsoft Office

Preferred Qualifications

- Bachelor's degree in a relevant field or equivalent work experience

- Experience in business process improvement, Lean or Six Sigma

- Experience in project management methodologies, business analysis, or process improvement

- Experience working with KPIs and SLAs

- Experience within a customer service/contact center environment