Customer Service Leader - Call Center & Growth

Rumpke of Ohio, Inc.

Cincinnati (OH)

On-site

USD 70,000 - 95,000

Full time

9 days ago

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Job summary

Rumpke of Ohio, Inc. is seeking a Customer Service Manager to lead the call center operations and drive exceptional service for customers. You will oversee daily performance, coach staff, and implement best-practice standards while coordinating sales, service and technology enhancements.

Responsibilities include staffing, forecasting, budgeting, training and ensuring timely, quality service. Travel between offices and flexibility with hours may be required; must be able to work in the United

Qualifications

Proven leadership experience in customer service or call center management.
Experience overseeing KPI metrics, staffing, budgeting and escalation handling.
Strong communication and coaching skills with a focus on customer satisfaction.
Experience in waste industry is a plus.

Responsibilities

Provide leadership, strategic development and management oversight to the assigned call center operation.
Monitor customer inquiry (calls, emails, chats) volume and associated metrics, directing resources to ensure timely response and quality service.
Individually coach customer service associates to ensure quality servicing of all inquiries; monitor call content for quality and professionalism.
Forecast and monitor inquiry volume and company activity, maintain a history of call center performance, and disseminate report trends.