Customer Service Center Manager - Hybrid Leadership & Ops

WM; United States; Hybrid; USD 85,000 - 107,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision

Life insurance

Short-term disability

401(k) with company match

Paid vacation and holidays

Job summary

WM Strategic Business Solutions (SBS) in Windsor, CT, seeks a Customer Service Manager to lead the Customer Service Center, ensuring high customer satisfaction and strong performance. You will drive staffing efficiency, coach staff, analyze metrics, and manage budgets.

The role requires 7+ years of relevant experience with 2+ years in supervision, a bachelor's degree, and a focus on process improvement. Hybrid schedule and competitive compensation are offered.

Qualifications

• Bachelor's Degree in Sales/Marketing, Management, Business Administration or similar field.
• High School Diploma or GED with four years of relevant experience.
• 7 years of relevant work experience.
• 2 years of supervisory experience.

Responsibilities

• Provides day-to-day management and support to customer service staff.
• Optimize center's operations using staffing, scheduling, and call volume metrics.
• Analyze performance trends and drive quality, productivity and sales improvements.
• Manage agents’ scorecards and reviews with Supervisors.
• Develop training programs and coordinate delivery.
• Prepare budgets and financial reporting.

Skills

Leadership

Forecasting

Customer focus

Communication

Education

Bachelor's Degree in Sales/Marketing/Management/Business Administration

High School Diploma or GED

Master's Degree in Sales/Marketing/Management/Business Administration

Job description

WM Strategic Business Solutions (SBS) in Windsor, CT, seeks a Customer Service Manager to lead the Customer Service Center, ensuring high customer satisfaction and strong performance. You will drive staffing efficiency, coach staff, analyze metrics, and manage budgets.

The role requires 7+ years of relevant experience with 2+ years in supervision, a bachelor's degree, and a focus on process improvement. Hybrid schedule and competitive compensation are offered.