Customer Service Manager: Lead, Coach & Optimize Ops

Teladoc; Bahía Blanca; On-site; ARS 90,873,000 - 151,455,000; Full time

Job summary

Teladoc Health seeks a Customer Service Manager to own performance and coaching for the non-technical support team. You will oversee shift coverage, quality, and escalations while partnering with cross‑functional leadership on program reporting and improvements.

This role focuses on developing talent, managing workload, and delivering KPI insights to leadership, with responsibility for training and cross‑functional collaboration that drives service excellence.

Qualifications

• Bachelor's degree in a related field or 5+ years of progressive managerial experience in customer service or customer operations.
• 5-7+ years in customer service or customer operations, including 1-2+ years of direct people‑leadership experience.
• Demonstrated experience coaching, developing, and managing performance for a team of 3‑8 or more.
• Advanced proficiency with Salesforce; comfortable building and presenting KPI reporting.
• Strong scheduling and workforce‑management skills, including experience managing shift coverage and redundancy planning.
• Excellent communication and stakeholder‑management skills across front‑line staff and senior leadership.
• Strong conflict resolution and escalation‑management skills.
• Experience with KPI reporting and PowerBI is a plus.

Responsibilities

• Own team performance and output: shift coverage/scheduling, workload distribution, and adherence to SLA targets.
• Provide formal coaching, first‑line performance feedback, and development planning for Customer Service Agent team members; input on hiring, onboarding, and performance conversations.
• Serve as primary escalation path for complex cases and staffing-floor breaches.
• Own team-level Salesforce case‑management quality: monitor categorization/routing accuracy, SLA compliance, and backlog aging; drive corrective action.
• Partner with reporting/health-score analyst on dashboard needs and translate reporting into team action.
• Deliver regular performance reporting and KPI summaries to leadership; flag risks like staffing gaps or SLA misses.
• Ensure training is completed; coordinate with training program owner to schedule sessions and address gaps.
• Represent the team in cross‑functional forums on systemic issues and formalize escalation protocols.
• Manage backup/redundancy plan: staffing adherence, backfill coordination, and cross‑shift training.
• Perform other duties as required by Director, Customer Operations.

Skills

Coaching & development

Leadership

KPI reporting

Scheduling

Stakeholder management

Escalation management

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Salesforce

PowerBI

Job description

Teladoc Health seeks a Customer Service Manager to own performance and coaching for the non-technical support team. You will oversee shift coverage, quality, and escalations while partnering with cross‑functional leadership on program reporting and improvements.

This role focuses on developing talent, managing workload, and delivering KPI insights to leadership, with responsibility for training and cross‑functional collaboration that drives service excellence.