Regional Customer Care Quality Manager

Saia Sales; North Carolina; On-site; USD 70,000 - 95,000; Full time

Job summary

Saia is seeking a regional customer service manager to oversee operations across multiple terminals and drive high levels of customer satisfaction. This leadership role requires coaching teams, monitoring metrics, and collaborating with sales and operations to ensure an exceptional customer experience.

You will review calls, handle complex escalations, and partner with trainers to develop staff. A Bachelor's in business and 5+ years in customer service plus travel of 25%+ are expected.

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 within multiple terminals, including coaching customer service representatives, setting performance goals, and providing feedback to improve customer interactions.
• Tracks key customer service metrics, including call resolution time, customer satisfaction scores, and representative productivity.
• Reviews customer service calls and interactions to ensure adherence to company standards and quality guidelines.
• Handles complex customer complaints and escalated issues that cannot be resolved at the representative level.
• Works with customer service trainers to provide ongoing training and development opportunities for customer service representatives to improve their skills and knowledge.
• Collaborates with sales, operations, and other internal stakeholders to ensure a seamless customer experience.

Skills

Customer service leadership

Team supervision

Performance metrics

Cross-functional collaboration

Education

Bachelor's degree in business or related area

Tools

CRM systems

Job description

Saia is seeking a regional customer service manager to oversee operations across multiple terminals and drive high levels of customer satisfaction. This leadership role requires coaching teams, monitoring metrics, and collaborating with sales and operations to ensure an exceptional customer experience.

You will review calls, handle complex escalations, and partner with trainers to develop staff. A Bachelor's in business and 5+ years in customer service plus travel of 25%+ are expected.