Customer Service Manager

WM; United States; Hybride; USD 85 000 - 95 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, Vision

Stock Purchase Plan

401K matching

Paid Time Off

Résumé du poste

WM is seeking a Customer Service Manager to lead day-to-day contact center operations, driving quality and customer satisfaction across North America. You will oversee frontline teams, coach supervisors and agents, and partner with Sales, Operations and Quality to deliver consistent experiences.

The role requires a Bachelor’s degree or equivalent with several years of supervisory experience in customer service, and a track record of improving service levels, with a hybrid on-site schedule and a

Qualifications

• Education: Bachelor's Degree or equivalent with four years of relevant work experience.
• Five years of relevant work experience with at least two years in supervision.
• Call center or customer service experience and supervisory/management skills.
• Strong knowledge of customer satisfaction drivers and strategic planning.

Responsabilités

• Own customer experience outcomes by monitoring quality and corrective actions.
• Drive efficiency by managing staffing, schedules, and intraday performance.
• Use dashboards and reports to identify trends and drive improvements.
• Lead a structured coaching system with 1:1s, calibrations, and follow-up.
• Collaborate with Learning & Development and Quality on training effectiveness.
• Execute process and technology changes and monitor adoption.
• Strengthen cross-functional alignment with internal partners (Sales, Operations, etc.).
• Lead VOE actions and translate feedback into action plans.
• Directly lead customer service leaders and frontline teams through hiring and coaching.
• Set performance expectations and manage results using scorecards and documentation.
• Ensure inclusive, people-first culture with engagement routines and recognition.

Connaissances

Leadership

Customer service

Analytical skills

Communication skills

Time management

Formation

Bachelor's Degree or equivalent with four years experience

Outils

Power BI

Description du poste

Lead the team, secure finances. Reduce debt up to $500 instantly.

Being number one means WM invests in our Sales teams' success by providing access to state-of-the-art systems and processes, industry-leading services and the best leadership in the business. Our exceptional sales professionals help deliver satisfaction to our clients throughout North America. If you are passionate about helping others and seeking challenging and interesting employment, apply today!

I. Job Summary

The Customer Service Manager leads day-to-day contact center operations and frontline leadership to deliver exceptional and consistent customer experience. This role owns service quality and customer satisfaction outcomes, drives operational efficiency and service-level performance, and builds an engaged, high-performing team through intentional coaching, development, and accountability. The Manager partners cross-functionally to execute process and technology changes, strengthen channel adoption and self-service, and ensure employee engagement actions are implemented and communicated.

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Own customer experience outcomes by monitoring quality performance (e.g., QOS/QA trends, PCS feedback, repeat contact drivers) and ensuring timely corrective actions, service recovery, and follow-through.

• Drive operational efficiency by managing staffing strategies, schedule discipline, and intraday performance to protect service levels for voice, chat, and back-office work (emails/tasks) and reduce avoidable service defects and rework.

• Use performance data and dashboards (e.g., scorecards/Power BI and operational reporting) to identify trends, assess root cause, and lead action plans that improve quality, productivity, and customer outcomes.

• Lead and sustain a structured coaching system (1:1s, calibrations, and documented follow-up) that reinforces work standards, strengthens capability, and produces measurable performance improvement.

• Partner with Learning & Development and Quality to assess training effectiveness, address performance gaps, and support readiness through onboarding, reinforcement, and ongoing skill development.

• Execute and reinforce process and technology changes (new workflows, tools, and operating model updates) by preparing teams, communicating expectations, and monitoring adoption.

• Strengthen cross-functional alignment with internal partners (e.g., Sales, Operations, Fulfillment/CSS, Quality, WFM/RM) to address recurring customer issues, improve handoffs, and enable right-channeling and self-service.

• Lead engagement and Voice of the Employee (VOE) actions by translating feedback into documented action plans, communicating progress, and reinforcing recognition and inclusion practices.

• Directly leads and develops customer service leaders and/or frontline teams (e.g., supervisors, team leads, and agents, based on site structure) through hiring, onboarding, coaching, and performance management.

• Sets clear performance expectations aligned to contact center goals; reviews results regularly using scorecards and coaching documentation; recognizes performance and addresses gaps with timely action plans.

• Ensures consistent coaching and development cadence, including quality alignment/calibration participation, readiness reinforcement, and follow-through on corrective actions.

• Promotes an inclusive, people-first culture by driving engagement routines, recognition, and VOE action planning with transparent close-the-loop communication.

• Supports workforce planning disciplines by partnering with WFM/RM and ensuring leaders plan meetings, coaching, training, and time off to protect forecasting accuracy and service levels.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

• Education: Bachelor's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience.

• Experience: Five years of relevant work experience with at least two years of supervisory or management experience in customer service (in addition to education requirement).B. Certificates, Licenses, Registrations or Other Requirements

• None required.C. Other Knowledge, Skills or Abilities Required

• Call center or customer service experience and supervisory/management skills required.

• Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results.

• Excellent skills in organization, analytical, prioritization, time management and handling multiple tasks and priorities.

• Excellent oral and written communications skills.

• Self-starter who possesses the ability to work cooperatively with a team of customer service providers and other members of the management team.

• Experienced and skilled at effectively providing and receiving constructive feedback.

• Effective facilitative leadership skills and experience leading focused teams.

• Very good understanding of business processes, tools and techniques required to develop an engaged customer and employee environment.

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: office setting / Hybrid Schedule.

Pay: The expected pay range for this on-site position across the U.S is $85K- 95,000K.This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.Benefits

At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click "Apply."

ABOUT WM

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·