Customer Service Operations Lead: Training, QA & Workforce

Toho Water Authority; Kissimmee (FL); On-site; USD 84,000 - 120,000; Full time

Benefits offered by this job

Health, Dental, and Vision Medical Ins

Employee Onsite Wellness Center

401(a) and 457 Retirement Plans

Retirement Match

Group Basic Life Insurance / AD&D

Paid Vacation and Holidays

Paid Sick Time / Sick Bank

Employee Assistance Program

Flexible Spending Account Program

Dependent Care (FSA)

Longevity and Christmas Bonuses

Tuition Reimbursement

Job summary

Toho Water Authority is seeking a Business Support Manager to lead and coordinate training, quality assurance, workforce management, and business support within the Customer Service Department. This role ensures alignment with goals, data integrity, and continuous improvement for service excellence.

The position requires strong leadership, data-driven decision making, and the ability to develop procedures, dashboards, and scorecards while ensuring data integrity and effective cross-functional

Qualifications

• Bachelor’s degree in Business Administration, Public Administration, Management, Communications, Information Systems, or a related field.
• Seven years of progressively responsible experience in customer service operations, business support, training, quality assurance, workforce management, or related areas with three years in a supervisory/lead role.
• Ability to analyze operational reports, quality results, staffing data, and performance metrics to identify trends and drive improvement.
• Experience developing or maintaining procedures, training materials, scorecards, dashboards, workflows, or process documentation.
• Working knowledge of customer service technology, case management systems, reporting tools, call center platforms, or billing systems.
• Experience coordinating cross-functional work with operations, IT, training, quality, and leadership teams.
• Strong leadership, communication, organization, analytical, and problem-solving skills.

Responsibilities

• Provide day-to-day leadership, coaching, and performance management for staff across training, QA, workforce management, and business support.
• Maintain knowledge of core responsibilities including curriculum development, onboarding, scorecard management, quality reviews, survey tracking, forecasting, scheduling, data audits, UAT, technology support, and process documentation.
• Ensure training materials and SOPs are accurate, current, and consistently applied.
• Lead quality assurance programs, develop scorecards, monitor coaching trends, and identify opportunities to improve the customer experience.
• Support workforce management initiatives by evaluating call volumes, staffing needs, schedules, and resource allocation to meet service levels.
• Oversee business systems support by identifying issues, validating data integrity, coordinating UAT, and facilitating communication between business operations and IT.
• Analyze operational trends and metrics to propose improvements in training, processes, systems, staffing, and service delivery.
• Collaborate with other Customer Service leaders to address gaps and strengthen cross-functional coordination.
• Communicate priorities, risks, project status, and opportunities for improvement to the Director of Customer Service.

Skills

Leadership

Coaching

Performance Management

Curriculum Development

Onboarding

Scorecard Management

Quality Assurance

Survey Tracking

Forecasting

Scheduling

Data Audits

UAT (User Acceptance Testing)

Technology Support

Process Documentation

Cross-Functional Collaboration

Communication

Education

Bachelor’s degree in Business Administration, Public Administration, Management, Communications, Information Systems, or a related field

Tools

Case Management Systems

Reporting Tools

Call Center Platforms

Billing Systems

Job description

Toho Water Authority is seeking a Business Support Manager to lead and coordinate training, quality assurance, workforce management, and business support within the Customer Service Department. This role ensures alignment with goals, data integrity, and continuous improvement for service excellence.

The position requires strong leadership, data-driven decision making, and the ability to develop procedures, dashboards, and scorecards while ensuring data integrity and effective cross-functional