Customer Service Manager, Call Center Leadership

Rumpke Waste & Recycling

Cincinnati (OH)

On-site

USD 65,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Life insurance

Paid vacation

Job summary

Rumpke Waste & Recycling in Cincinnati, OH, is seeking a Customer Service Manager to lead the customer service team from first contact to service completion. You will establish best-practice standards, drive sales and service enhancements, and coordinate daily operations to deliver prompt, high-quality support for millions of customers.

The role requires 3+ years in call center supervision, strong communication, and ability to manage performance, staffing, and budgets.

Qualifications

3+ years of supervisory/management experience in a call center.
3+ years of customer service experience, including monitoring calls and billing basics.
Strong knowledge of staff development, forecasting, and performance metrics.

Responsibilities

Provide leadership and strategic development for the assigned call center.
Monitor customer inquiry volume and staffing; ensure timely response and quality service.
Coach customer service associates; monitor call content and perform reviews.
Forecast activity, report trends, and manage budgets.
Hire, evaluate, and discipline personnel; manage wages and staffing levels.
Improve customer satisfaction and support growth across lines of business.