Customer Service Operations Manager – Inbound Call Center (Remote NY/PA)

Wawak Sewing; United States; Remote; USD 70.000 - 85.000; Vollzeit

Benefits dieser Stelle

401(k)

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Health insurance

Life insurance

Paid time off

Vision insurance

Zusammenfassung

Cleaner’s Supply seeks a Manager of Customer Service Operations & Efficiency to lead call center performance, workforce planning, and process improvements in a primarily remote environment.

You will own productivity metrics, manage scheduling and PTO, and collaborate across ERP systems (NetSuite) and CRM tools while supporting international and web teams. Some travel to our Conklin, NY office is required.

Qualifikationen

• Prior customer service leadership experience in an inbound call center.
• Experience managing service level targets (ASA, queue time) and productivity metrics.
• Experience in operational management and workforce planning.
• Strong knowledge of NetSuite or similar ERP systems.
• Bachelor’s degree preferred or equivalent experience.

Aufgaben

• Own calls-per-hour productivity performance
• Monitor queue performance and service level targets
• Manage scheduling and PTO approvals to ensure proper coverage
• Identify hiring needs based on volume forecasting and workforce modeling
• Oversee ERP-related reporting and data accuracy
• Participate in recruiting, interviewing, and onboarding candidates
• Travel to Conklin, NY office 1–2 times per month when required

Kenntnisse

Call center leadership

Service level targets

Workforce planning

Analytical reporting

Remote teamwork

Ausbildung

Bachelor’s degree

Tools

NetSuite

CRM systems

MS Office

Jobbeschreibung

Cleaner’s Supply is the world leader in dry cleaning and tailoring supplies. For more than 30 years, we’ve built our reputation by focusing on one customer at a time and delivering an exceptional experience backed by our 100% satisfaction guarantee.

We serve professionals across North America by providing high-quality products, fast shipping, and industry-leading customer service. Our continued growth is driven by a team that values accountability, collaboration, and doing the right thing for our customers.

We are currently seeking a strong leader to help drive operational excellence within our Customer Service team. This role is ideal for someone who thrives in a fast-paced environment, enjoys improving processes, and is passionate about building high-performing teams that deliver outstanding customer experiences.

This role oversees operational performance within a high-volume inbound customer service contact center, ensuring service levels, productivity standards, and workforce planning support an exceptional customer experience.

Manager, Customer Service Operations & Efficiency

The Manager, Customer Service Operations & Efficiency, is responsible for driving operational performance, workforce planning, and productivity within the Customer Service department. This role ensures the department operates efficiently, meets service level targets, and manages labor resources responsibly.

Candidates should have prior experience managing call center operations, including workforce planning, service level accountability, and operational performance metrics.

Key Responsibilities

• Own calls-per-hour productivity performance
• Monitor queue performance and service level targets
• Manage scheduling and PTO approvals to ensure proper coverage
• Identify hiring needs based on volume forecasting and workforce modeling
• Monitor and manage labor as a percentage of company net sales
• Drive process and technology efficiency improvements
• Support ERP-related operational reporting and data accuracy
• Participate in recruiting, interviewing, and onboarding candidates
• Oversee customer interactions on social media platforms
• Provide operational oversight for the International and Web teams
• This role is responsible for owning & leveraging technology to:
  • Improve customer and team member experience.
  • Drive efficiencies
  • Reduce manual processes
  • Leverage Data
  • Work cross-departmentally to ensure ERP is configured to drive the best results
  • This role will be responsible for training team members on tech processes and best practices.

Qualifications

• Prior customer service leadership experience in an inbound call center is required.
• Experience managing service level targets such as ASA, queue time, and call center productivity metrics is strongly preferred
• Experience in operational management and workforce planning
• Demonstrated ability to document and improve end-to-end processes
• Strong working knowledge of NetSuite or similar ERP systems
• Strong analytical and reporting skills
• Process-oriented mindset with the ability to drive accountability and operational discipline
• Outstanding relationship-building skills with a high degree of responsiveness and integrity
• Demonstrated ability to build and maintain high-performing team dynamics
• Highly proficient in computer skills, including MS Office Suite and CRM systems
• Bachelor’s degree preferred or equivalent experience

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s)

• Are you willing to undergo a drug test at the employer's expense? Please note that we do not test for THC.
• How many years of experience do you have managing remote employees?
• While mostly remote, this job does require periodic travel to our office in Conklin, NY. Are you currently located in New York or Pennsylvania and able to travel to our Conklin, NY office approximately 1–2 times per month? Travel expenses will be reimbursed.

Education

• Bachelor's (Preferred)

Experience

• Service level and call center KPI management: 7 years (Required)
• Operational process improvement: 7 years (Required)
• Customer Service: 7 years (Required)
• Workforce planning and staffing forecas: 7 years (Required)
• Managing a high volume inbound call center : 7 years (Required)

Shift availability

• Day Shift (Preferred)

Work Location: Remote