Regional Customer Service Leader | KPI & Service Excellence

Rumpke Waste & Recycling; Cincinnati (OH); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

401(k) matching

Life insurance

Paid vacation

Job summary

Rumpke Waste & Recycling is seeking a Region Customer Service Manager to lead the regional call center, drive KPI performance, and implement service and technology enhancements. You will guide 11–20 staff, coordinate with subcontractors, and ensure high customer satisfaction while managing budgets and reporting.

Qualified candidates have 5+ years in call center or customer service, 3+ years of supervisory experience, and knowledge of waste industry practices.

Qualifications

• 3+ years of supervisory experience preferred.
• 5+ years of call center or customer service experience.
• Waste industry experience preferred.

Responsibilities

• Provide leadership and management oversight to the Regional Call Center operation.
• Forecast and monitor call volume and KPI performance.
• Ensure escalated customer issues are resolved and provide de-escalation training.
• Balance multiple projects and drive process improvements.
• Maintain confidentiality and data security policies.

Skills

Leadership

Call center

Budgeting

Forecasting

Communication

Operations

MS Office

Excel

Outlook

Tools

MS Office

Excel

Outlook

Job description

Rumpke Waste & Recycling is seeking a Region Customer Service Manager to lead the regional call center, drive KPI performance, and implement service and technology enhancements. You will guide 11–20 staff, coordinate with subcontractors, and ensure high customer satisfaction while managing budgets and reporting.

Qualified candidates have 5+ years in call center or customer service, 3+ years of supervisory experience, and knowledge of waste industry practices.