Customer Service Lead - Operations & Quality

Fusion Advanced Technology, LLC; Baltimore (MD); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Job summary

Fusion Advanced Technology, LLC is seeking a skilled customer service manager in Baltimore, Maryland. This role involves overseeing customer service representatives, managing performance metrics, and ensuring service quality. Ideal candidates will have around 5 years of experience in customer service and lead responsibilities in call centers.

Fusion offers a competitive benefits package including medical, dental, and vision coverage. We're committed to equal employment opportunities without discrimination.

Qualifications

• 5+ years total relevant experience in customer service or call centers.
• 1+ year in a lead or supervisory role.
• Experience with Maryland constituent service preferred.

Responsibilities

• Manage customer service representatives and performance metrics.
• Oversee complaint resolution and service quality monitoring.
• Coordinate with technical teams on cross-functional issues.

Skills

Customer service management

Escalation handling

Service quality monitoring

Training reinforcement

Multilingual service delivery

Education

Bachelor’s degree

Job description

Fusion Advanced Technology, LLC is seeking a skilled customer service manager in Baltimore, Maryland. This role involves overseeing customer service representatives, managing performance metrics, and ensuring service quality. Ideal candidates will have around 5 years of experience in customer service and lead responsibilities in call centers.

Fusion offers a competitive benefits package including medical, dental, and vision coverage. We're committed to equal employment opportunities without discrimination.