Customer Service Manager

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

Benefits offered by this job

Medical

Dental

Vision

Paid time off

Employer-sponsored programs

Job summary

Addison Group in Dallas, TX is seeking a Customer Service Manager to lead a large, high-volume customer service team in a fast-paced environment. You will drive operational performance, coach supervisors, and ensure top-tier service for customers in partnership with cross-functional teams.

The ideal candidate has 5+ years in contact center leadership, a Bachelor's degree, and a proven ability to balance workload, improve metrics, and develop talent.

Qualifications

• Bachelor's degree required.
• Minimum 5 years of leadership experience managing large customer service/call center teams (30+ employees).
• Experience in a metrics-driven contact center environment is strongly preferred.
• Proven success developing employees, improving team performance, and building high-performing customer service organizations.
• Tenured background in customer service, contact center operations, or customer support leadership preferred.
• Demonstrated ability to balance operational priorities while maintaining a positive customer experience.

Responsibilities

• Oversee daily operations for a large team of customer service professionals, ensuring productivity, service quality, and adherence to established processes.
• Monitor team performance metrics and implement strategies to improve efficiency, responsiveness, and customer satisfaction.
• Provide ongoing coaching, mentorship, and performance feedback to supervisors and frontline representatives.
• Develop and execute employee training and development initiatives to support team growth and retention.
• Partner with cross-functional departments to resolve escalated customer concerns and improve service delivery.
• Analyze operational trends and reporting data to identify opportunities for process improvement.
• Foster a culture of accountability, collaboration, and customer-focused service.
• Support workforce planning, staffing needs, and performance management activities.

Skills

Leadership

Call center management

Performance coaching

Workforce planning

Employee development

Cross-functional collaboration

Education

Bachelor's degree

Job description

Job Title: Customer Service Manager

Location (City, State): Dallas, TX

Work Schedule: M – F, 10:30 am – 7 pm

Type of Employment: Direct Hire

Compensation: $85,000 - $100,000

Industry: Professional Services

Benefits: This position is eligible for a competitive benefits package, including medical, dental, vision, paid time off, and other employer-sponsored programs.

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 be responsible for driving operational performance, developing frontline leaders and representatives, and ensuring 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 through coaching and accountability.

Key Responsibilities

• Oversee daily operations for a large team of customer service professionals, ensuring productivity, service quality, and adherence to established processes.
• Monitor team performance metrics and implement strategies to improve efficiency, responsiveness, and customer satisfaction.
• Provide ongoing coaching, mentorship, and performance feedback to supervisors and frontline representatives.
• Develop and execute employee training and development initiatives to support team growth and retention.
• Partner with cross-functional departments to resolve escalated customer concerns and improve service delivery.
• Analyze operational trends and reporting data to identify opportunities for process improvement.
• Foster a culture of accountability, collaboration, and customer-focused service.
• Support workforce planning, staffing needs, and performance management activities.

Qualifications

• Bachelor's degree
• Minimum of 5 years of leadership experience managing large customer service or call center teams, including responsibility for 30+ employees.
• Previous experience working in a structured, metrics-driven contact center environment strongly preferred.
• Proven success developing employees, improving team performance, and building high-performing customer service organizations.
• Tenured background in customer service, contact center operations, or customer support leadership preferred.
• Demonstrated ability to balance operational priorities while maintaining a positive customer experience.

Equal Opportunity Employer

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.