Remote Customer Service Operations & Efficiency Leader

Wawak Sewing; United States; Remote; USD 70,000 - 85,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Health insurance

Life insurance

Paid time off

Vision insurance

Job summary

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.

Qualifications

• 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.

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
• 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

Skills

Call center leadership

Service level targets

Workforce planning

Analytical reporting

Remote teamwork

Education

Bachelor’s degree

Tools

NetSuite

CRM systems

MS Office

Job description

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.