Customer Service Manager: Lead a Large, High-Impact Team

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

Job summary

Addison Group is seeking a Customer Service Manager to lead a large, fast-paced customer service team in Dallas. You will drive operational performance, develop frontline leaders, and ensure high-level service for customers.

The role requires 5+ years of leadership in a call center, a Bachelor's degree, and a strong focus on coaching and accountability to improve performance and customer experience. Direct hire with a competitive benefits package and lucrative compensation.

Qualifications

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

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 experience

Call center management

People development

Performance coaching

Education

Bachelor's degree

Job description

Addison Group is seeking a Customer Service Manager to lead a large, fast-paced customer service team in Dallas. You will drive operational performance, develop frontline leaders, and ensure high-level service for customers.

The role requires 5+ years of leadership in a call center, a Bachelor's degree, and a strong focus on coaching and accountability to improve performance and customer experience. Direct hire with a competitive benefits package and lucrative compensation.