Customer Service Manager
Reports To: Vice President, Operations
Work Location: Duluth, GeorgiaCompensation: $80K-$90K + 10% Bonus EligibilityPosition SummaryThe Customer Service Manager leads the Customer Service team, ensuring efficient operations, strong service performance and a positive customer experience. This role is responsible for workforce planning, team development, operational reporting, and customer service effectiveness. The Customer Service Manager will use data and insights to improve service levels, support business decisions, and drive continuous improvement across the department.Key ResponsibilitiesTeam Leadership & Development- Lead the team in achieving department goals related to service levels, quality, call abandonment, productivity, and team member retention.
- Prepare and administer team member performance reviews and address performance and conduct matters as needed.
- Provide ongoing team member training and development through effective feedback and follow-up.
- Participate in the hiring and onboarding of new Customer Service Representatives, including applicant interviews and training.
- Lead team meetings, communicate departmental priorities, and participate in cross-functional business meetings.
Workforce Planning & Labor Management- Manage workforce scheduling and labor utilization through ADP and workforce management tools, including reporting on current staffing trends and forecasting future labor needs.
- Analyze workforce and call data to identify trends to support staffing, service, and business planning decisions.
Performance Reporting & Business Insights- Prepare and deliver timely, accurate, and concise operational reports to the Vice President of Operations on department performance, key initiatives, and operational results.
- Monitor and report on KPIs, service levels, productivity, quality, financial performance, and customer experience metrics.
- Monitor performance trends, identify root causes and improvement opportunities, and implement actions that strengthen service delivery and operational results.
- Develop monthly and quarterly executive summaries highlighting departmental accomplishments, challenges, and priorities.
- Maintain dashboards and reporting tools that provide leadership with visibility into key performance metrics.
Operations, Technology & Continuous Improvement- Drive continuous improvement initiatives that enhance customer experience, operational efficiency, and service performance.
- Manage and optimize the Five9 call center and IVR platforms, improving call routing, reporting, customer experience, and service performance.
- Escalate operational issues, service disruptions, and emerging risks in a timely manner.
- Track progress against strategic initiatives, project milestones, and departmental objectives to ensure alignment with company goals.
QualificationsRequired Experience- 5+ years of progressive customer service, call center, or customer experience leadership experience, including direct people management.
- Experience managing remote, hybrid, or geographically dispersed teams.
- Demonstrated experience leading KPI-driven teams with accountability for customer satisfaction, service levels, quality, productivity, and team member engagement metrics.
- Experience developing workforce forecasts, labor plans, budgets, and operational reporting.
- Experience managing service recovery programs, escalated customer issues, and continuous improvement initiatives.
- Experience implementing process automation, workflow optimization, or self-service technologies within a customer service environment.
Technology & Analytical Skills- Strong understanding of call center technologies, including CRM platforms, workforce management tools, IVR systems, and multichannel customer support environments.
- Experience with Five9, Microsoft Dynamics CRM, Power BI, and Microsoft Office applications preferred.
- Proven ability to analyze operational performance data, identify trends, and implement corrective actions that improve customer experience and operational efficiency
Knowledge, Skills & Leadership CompetenciesCompetencyWhat It Looks LikeCustomer Service LeadershipAbility to lead a customer service team with accountability for service, quality, productivity, and customer experience results.
People Leadership & CoachingStrong leadership, coaching, and talent development skills with a track record of improving team performance and engagement.
Workforce PlanningAbility to evaluate staffing trends, forecast labor needs, and align schedules and resources with service demand.
Operational & Financial AcumenAbility to monitor performance, financial results, labor utilization, and department priorities to support business decisions.
Technology & AnalyticsAbility to use call center, CRM, workforce management, reporting, and dashboard tools to improve visibility and performance.
Communication & CollaborationAbility to present performance results and recommendations to senior leadership and collaborate across Sales, Operations, IT, Supply Chain, and other cross-functional teams.
Values & CultureConsistently demonstrates the Larson-Juhl values.
