Customer Experience & Service Operations Manager

Turner Pest; Tampa (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

Turner Pest in Tampa, FL is seeking a Customer Service Manager to oversee daily operations, lead a team of supervisors and representatives, and uphold service standards across the department.

You will monitor KPIs (service level, average speed of answer, abandon rate, call handling, quality), coach staff, implement improvements, collaborate with other departments, and assist with budgeting and staffing plans to support goals.

Qualifications

• High school diploma or GED required.
• Minimum of three years of related customer service or call center experience.
• Prior supervisory or management experience preferred.

Responsibilities

• Lead, manage, and develop customer service supervisors, team leads, and representatives.
• Oversee daily operations, staffing, scheduling, and workflow to maintain coverage and service levels.
• Monitor KPIs—service level, average speed of answer, abandonment rate, call handling, quality.
• Provide coaching, performance feedback, call monitoring, and development.
• Ensure compliance with policies, procedures, and quality standards.
• Identify performance gaps and implement improvement plans.
• Collaborate with other departments to resolve issues and support goals.
• Assist with budgeting, staffing plans, reporting, and resource allocation.

Skills

Leadership

Coaching

Organizational skills

Problem solving

Communication skills

Data analysis

Education

High school diploma or GED

Tools

Office software

Job description

Turner Pest in Tampa, FL is seeking a Customer Service Manager to oversee daily operations, lead a team of supervisors and representatives, and uphold service standards across the department.

You will monitor KPIs (service level, average speed of answer, abandon rate, call handling, quality), coach staff, implement improvements, collaborate with other departments, and assist with budgeting and staffing plans to support goals.