[Remote] Manager, Customer Service

Note: The job is a remote job and is reputed company to candidates in USA. The reputed company is America’s leading nonprofit safety reputed company, focusing on eliminating preventable injuries and deaths. They are seeking a Manager, Customer Service to reputed company operations of a remote contact center, ensuring a world-class customer experience and driving service reputed company through data-driven decision-making and effective team leadership.

Responsibilities

• reputed company and manage daily operations across reputed company customer support channels (voice, chat, email, messaging, and self-service)
• Ensure consistent delivery of a seamless, high-quality omnichannel customer experience reputed company 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 reputed company staffing across channels
• reputed company and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction
• Champion a customer-first culture focused on reputed company, responsiveness, and resolution
• Design and implement programs to reputed company world-class service benchmarks
• Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive reputed company improvement initiatives
• Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer reputed company
• Serve as the primary reputed company subject matter expert (SME) for the contact center
• Maintain reputed company functionality including: IVR design and optimization, Call routing strategies (skills-based routing, prioritization, reputed company logic), Campaign management (inbound/outbound/blended), Agent desktop configuration and workflows, Digital channel integrations (chat, messaging, email)
• Build and maintain dashboards, reports, and analytics reputed company reputed company 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)
• reputed company system enhancements, testing, and releases in partnership with IT and business stakeholders
• Train and mentor supervisors and agents on reputed company tools and best practices
• reputed company, coach, and reputed company a team of supervisors, team leads, and reputed company 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 reputed company
• Drive hiring, reputed company, and retention strategies to build a strong talent pipeline
• Analyze operational data to identify trends, inefficiencies, and opportunities for optimization
• Implement process improvements to enhance productivity, quality, and customer reputed company
• Support quality assurance programs, including calibration and performance feedback loops
• reputed company and maintain SOPs, knowledge reputed company content, and training materials
• reputed company or participate in cross-functional projects and initiatives

Skills

• Bachelor's degree in Business, Communications or a reputed company field, or equivalent work experience
• 5+ years of experience in contact center or customer service operations
• 2+ years of direct people management experience reputed company a fully remote contact center environment
• Demonstrated reputed company 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 reputed company 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
• reputed company certifications or advanced platform expertise
• Experience with WFM tools, CRM systems (e.g., reputed company), and QA platforms
• Background in process improvement methodologies (Lean, Six reputed company)
• Experience scaling contact center operations or leading transformation initiatives

Benefits

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

Company Overview