Customer Service Leader: High-Volume Center Growth

Addison Group; Irving (TX); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Job summary

Addison Group is partnering with our client to identify an experienced Customer Service Manager to lead a large customer support team in a fast-paced, high-volume service environment. This individual will drive operational performance, develop frontline leaders and representatives, and ensure a consistently high level of service for customers.

The ideal candidate brings a strong background in contact center leadership, a passion for employee development, and the ability to manage performance

Qualifications

• Bachelor's degree required.
• Minimum 5 years of leadership experience managing large customer service or call center teams (30+ employees).
• Experience in a structured, metrics-driven contact center environment preferred.
• Proven track record of developing employees and improving team performance.

Responsibilities

• Oversee daily operations for a large customer service team, ensuring productivity and quality.
• Monitor performance metrics and implement strategies to improve efficiency and customer satisfaction.
• Provide coaching and feedback to supervisors and frontline staff.
• Develop and execute training initiatives to support team growth and retention.
• Collaborate with cross-functional departments to resolve escalated customer concerns.
• Analyze data to identify opportunities for process improvement.
• Foster accountability and a customer-focused service culture.
• Support workforce planning and staffing needs.

Skills

Leadership

Coaching

Operations

Performance metrics

Customer service

Education

Bachelor's degree

Job description

Addison Group is partnering with our client to identify an experienced Customer Service Manager to lead a large customer support team in a fast-paced, high-volume service environment. This individual will drive operational performance, develop frontline leaders and representatives, and ensure a consistently high level of service for customers.

The ideal candidate brings a strong background in contact center leadership, a passion for employee development, and the ability to manage performance