Regional Customer Care Quality Leader

20 Saia Motor Freight Line LLC; York (York County); On-site; USD 65,000 - 105,000; Full time

Benefits offered by this job

Competitive benefits

Career growth opportunities

Job summary

Saia is seeking an experienced professional to manage customer service operations across a geographic region. You will lead service teams at multiple terminals, monitor performance metrics, address customer concerns, and collaborate with local leadership to achieve regional customer service goals.

The role requires coaching representatives, tracking call resolution time and CSAT, reviewing interactions for quality, handling escalated issues, and partnering with sales and operations to ensure a

Qualifications

• Bachelor's degree in business or a related area.
• 5+ years of customer service experience.
• Prior management experience.
• Willingness to travel 25% or more of the time.

Responsibilities

• Supervises customer service operations across multiple terminals.
• Tracks key customer service metrics, including call resolution time and CSAT.
• Reviews customer service interactions to ensure quality guidelines.
• Handles escalated issues and coordinates with trainers for development.
• Collaborates with sales and operations to ensure a seamless customer experience.

Skills

Customer service management

Leadership

Communication

Education

Bachelor's degree in business or related area

Job description

Saia is seeking an experienced professional to manage customer service operations across a geographic region. You will lead service teams at multiple terminals, monitor performance metrics, address customer concerns, and collaborate with local leadership to achieve regional customer service goals.

The role requires coaching representatives, tracking call resolution time and CSAT, reviewing interactions for quality, handling escalated issues, and partnering with sales and operations to ensure a