CSR Manager

Humanzlab; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Humanzlab is seeking an experienced Customer Service Representative (CSR) Manager to oversee operations across multiple client accounts and service lines.

The role focuses on achieving client satisfaction, hitting SLAs, and driving efficiency while coaching Team Leaders, Supervisors, and CSRs.

Candidates should bring 3-5 years in customer service/BPO, strong leadership, data analysis, and the ability to manage diverse industries.

Qualifications

• Bachelor's degree in Business Administration or related field is advantageous.
• 3-5 years in customer service or BPO operations, preferably in a managerial role.
• Experience managing multiple accounts across industries and services.
• Strong leadership, communication, problem-solving, and decision-making skills.
• Knowledge of operational KPIs, SLAs, quality standards, and performance management.
• Ability to manage multiple priorities and adapt to client needs.
• Proficient in reporting, data analysis, and operational management tools.

Responsibilities

• Manage daily operations across multiple client accounts and service lines.
• Ensure client requirements, SLAs, and performance targets are met.
• Lead, coach, and develop Team Leaders, Supervisors, and CSRs.
• Monitor team performance, productivity, quality, and customer satisfaction.
• Build and maintain strong relationships with clients and stakeholders.
• Handle escalations and resolve operational and customer-related issues.
• Identify opportunities to improve processes, service quality, and operational efficiency.
• Work closely with other departments to ensure smooth operations and consistent service delivery.
• Prepare performance reports and implement action plans to achieve business goals.
• Ensure compliance with company policies and client requirements.

Skills

Leadership

Communication

Problem-solving

Decision-making

Data analysis

Reporting

Prioritization

Education

Bachelor's degree in Business Administration or related field

Job description

Job Summary

We are looking for an experienced and dynamic Customer Service Representative (CSR) Manager with a strong background in handling different industries, client accounts, and service operations. The ideal candidate should be adaptable, results-oriented, and capable of managing multiple teams and accounts while ensuring excellent customer service, client satisfaction, and operational efficiency.

Key Responsibilities

• Manage daily operations across multiple client accounts and service lines.
• Ensure that client requirements, service level agreements (SLAs), and performance targets are met.
• Lead, coach, and develop Team Leaders, Supervisors, and Customer Service Representatives.
• Monitor team performance, productivity, quality, and customer satisfaction.
• Build and maintain strong relationships with clients and stakeholders.
• Handle escalations and resolve operational and customer-related issues.
• Identify opportunities to improve processes, service quality, and operational efficiency.
• Work closely with other departments to ensure smooth operations and consistent service delivery.
• Prepare performance reports and implement action plans to achieve business goals.
• Ensure compliance with company policies and client requirements.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field is an advantage.
• At least 3-5 years of experience in customer service or BPO operations, preferably in a managerial role.
• Experience handling multiple accounts across different industries and service offerings.
• Strong leadership, communication, problem-solving, and decision-making skills.
• Knowledge of operational KPIs, SLAs, quality standards, and performance management.
• Ability to manage multiple priorities and adapt to different client requirements.
• Proficient in reporting, data analysis, and operational management tools.

Preferred Experience

• Experience in industries such as telecommunications, banking, financial services, retail, e-commerce, healthcare, and technical support.
• Exposure to different services, including customer support, sales, collections, back-office operations, and technical support.
• Experience in managing client relationships, improving processes, and meeting operational targets.