Senior Call Center Customer Service Manager

Morgan White Group; Coral Gables (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Morgan White Group in Miami, FL seeks a Customer Service Manager to oversee a busy call center, supervise the CS Specialists, and ensure smooth operations in alignment with department policies.

The role is exempt and salaried, reporting to the VP of MWG- Administrators TPA Division, located at a MWG Call Center in Miami, with responsibilities spanning staffing, training, and performance management.

Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Minimum of two years’ experience in call center or customer service.
• Minimum of one-year experience in supervisory or training role; 3–5 years of supervisory experience.
• Excellent computer skills with MS Outlook, Windows, Excel, and Word.
• Ability to learn department software used in the TPA department.
• Strong time management, organization, problem solving, and customer service skills.
• Ability to work under pressure with multiple priorities and meet deadlines.
• Excellent written and verbal communication and relationship-building skills.

Responsibilities

• Plans, prepares, and devises work schedules, according to budgets and workloads.
• Reviews and approves time off requests.
• Evaluates employees through the HRIS system and makes recommendations for pay increases and/or promotions accordingly.
• Interprets and communicates work procedures and company policies to CS Specialists (CSS).
• Communicates goals to and observes and evaluates performance of CSS.
• Issues instructions and assigns duties to CSS.
• Manages and reports daily production by CSS and departments.
• Helps CSS in resolving problems and completing work.
• Identifies training needs that may have been uncovered during CSS observations.
• Resolves complaints and answers questions of customers regarding services and procedures.
• Reviews and recommends staffing and payroll budget and department procedural changes.
• Recommends hiring or discharging employees as needed, based on observations.
• Communicates with other departments and management to resolve problems and expedite work.
• Perform other duties as assigned by the Division VP.

Skills

Customer service

Call center

Supervisory experience

Training

MS Outlook

Excel

Word

Time management

Communication

Education

High School Diploma or GED

Associates or Bachelor's degree preferred

Tools

MS Outlook

Windows OS

Excel

Word

Job description

Morgan White Group in Miami, FL seeks a Customer Service Manager to oversee a busy call center, supervise the CS Specialists, and ensure smooth operations in alignment with department policies.

The role is exempt and salaried, reporting to the VP of MWG- Administrators TPA Division, located at a MWG Call Center in Miami, with responsibilities spanning staffing, training, and performance management.