Manager Customer Contact Center

Oak Solutions Group Inc.; Atlanta (GA); On-site; USD 110,000 - 160,000; Full time

Job summary

You will hire, coach, and retain top talent while building a positive and engaging work environment, using metrics to inform improvements and develop future leaders across the organization.

Qualifications

• 10+ years of leadership experience in customer service, contact center, or operations.
• Hands-on leader with a proven ability to build and develop large, high-performing teams.
• Strong communication and relationship-building across all organizational levels.

Responsibilities

• Lead daily operations of a large customer service organization (front-line and back-office).
• Coach and develop managers, team leaders, and representatives to deliver outstanding service.
• Review reports and metrics to identify trends and drive continuous improvement.
• Recruit, retain, and motivate top talent and foster a positive team culture.
• Provide performance feedback and support staff development.

Skills

Leadership

Coaching

People management

Communication

Process improvement

Education

Bachelor's degree preferred

Job description

This is a great opportunity for an experienced customer service leader to oversee a large contact center operation and help drive an exceptional customer experience. The role is responsible for leading a team of 100+ employees across both front-line customer service and back-office support functions, while developing managers and team leaders to build a high-performing, customer-focused culture.

The Senior Customer Service Manager will oversee day-to-day operations, monitor key performance metrics, identify opportunities for process improvement, and ensure service levels remain consistently high. This person will play a key role in hiring, coaching, developing, and retaining talent while fostering a positive and engaging work environment.

Key Responsibilities

• Lead the daily operations of a large customer service organization, including front-line and back-office teams.
• Coach and develop managers, team leaders, and representatives to deliver outstanding customer experiences.
• Review operational reports and performance metrics to identify trends and drive continuous improvement.
• Recruit, retain, and motivate top talent while building a strong team culture.
• Manage employee performance, provide regular feedback, and support professional development.

What They're Looking For

• Bachelor's degree preferred.
• 10+ years of leadership experience within customer service, contact center, or operations environments.
• Proven ability to lead, coach, and develop large, high-performing teams.
• Strong communication and relationship-building skills with the ability to work effectively across all levels of an organization.
• A hands-on leader who enjoys improving processes, developing people, and delivering exceptional service.