Customer Service Manager

Ferrovial•Manassas, VA

61d•$84,000 - $116,000•Onsite

About The Position

The Customer Service Manager is responsible for the day-to-day planning, measurement, and execution of customer service operations for the I66 EMP. This role manages a layered service model consisting of supervisors, team leads and assigned groups of third-party vendor agents who support inbound customer calls, outbound customer contact efforts, payment-related inquiries, case management, dispute resolution, and customer experience support. The manager is accountable for driving performance through supervisors, ensuring team leads and agents meet established expectations, and maintaining consistency across vendor-supported and multi-site operations. This role requires regular review and request of operational data to identify trends, address service gaps, support informed decision-making, and sustain continued operational success.

Requirements

Bachelor’s degree in communications or business preferred; or experience equivalent
7- 10+ years’ experience managing Call Center - Customer Relations staff
Experience managing outsourced, vendor-supported, or multi-site contact center operations preferred
Strong understanding of contact center KPIs, including service level, abandon rate, average speed of answer, handle time, quality, productivity, and customer experience metrics
Demonstrated ability to use operational data and reporting to make informed decisions, improve performance, and hold teams accountable
Effectively manage tasks and strict deadlines
Solid organizational ability, attention to detail, sense of urgency, and strong customer service skills
Ability to interact with colleagues in a self-managed team structure
Ability to interact with external parties and vendors with confidence and clarity as a representative of the organization
Superior writing and verbal communication skills
High level of initiative and comfort working autonomously
Must be able to multitask, problem solve, and implement innovative processes within a fast-paced environment while ensuring accuracy in work product; strong focus on being detail oriented is a must.
Must be strategic thinking and have the ability to look at a situation and offer quick viable solutions
Must be able to demonstrate computer proficiency, especially with Microsoft Excel, Word and Power Point and other PC based programs

Nice To Haves

Bilingual (English & Spanish) is a plus

Responsibilities

Develop and execute a strategic, scalable customer service approach aligned with enterprise-wide operational goals, long-term business objectives, and the customer experience strategy
Manage and foster a climate for superior customer service; responsible for customer satisfaction, and quality management
Build and manage cross-functional stakeholder relationships to proactively resolve issues, optimize service delivery, drive operational efficiencies, and champion the customer experience
Lead and independently manage customer service operations through supervisors who oversee team leads and assigned groups of third-party vendor agents across a layered, multi-site service model
Provide vendor governance and stakeholder management oversight to ensure contracted agents meet performance, staffing, quality, customer experience, compliance, and service delivery expectations
Oversee multi-site customer service performance and scalable operating practices to promote consistent procedures, communication, coaching, compliance, and customer handling across all assigned locations
Monitor inbound call performance as the primary operational KPI, including call volume, service level, answer rate, abandon rate, average speed of answer, handle time, quality, and overall customer experience
Ensure outbound call efforts are planned, tracked, and executed for customers with outstanding balances, with focus on customer contact, productivity, payment resolution, and compliance with approved procedures
Provide and ensure effective and long-term problem resolution to items escalated within the department
Create and measure service standards and key performance metrics for customer interactions
Request, review, and analyze operational reporting to identify trends, risks, staffing needs, coaching opportunities, budget impacts, and process optimization opportunities
Hold supervisors accountable for team performance through routine KPI reviews, coaching follow-up, mentoring, action plans, and documented progress toward operational and customer experience goals
Develop and maintain job succession planning strategies to support leadership continuity, employee development, workforce readiness, and long-term departmental stability
Manage staffing responsibilities to ensure teams have sufficient agents and employees available to support call volumes, maintain service levels, and meet contractual obligation goals
Manage the departmental budget, monitor budget performance, identify cost drivers, and provide operational insights to support informed financial planning and resource allocation
Provide performance, staffing, and operational insights that help identify revenue opportunities, reduce service gaps, and support achievement of departmental and concession revenue targets
Track all customer questions, concerns, and complaints
Architect, implement, and maintain procedures, frameworks, and governance controls that support the effective, compliant, and efficient operation of the Customer Service Department
Serve as an escalation point for issues that impact the customer’s experience
Partner cross-functionally with Training and Quality to monitor programs, governance controls, and procedures to ensure compliance with the Comprehensive Agreement (CA)
Provide feedback to the Director regarding service failures and/or customer concerns
Spearhead special projects, service transformation initiatives, and customer-facing improvements that require cross-functional coordination, attention to detail, and measurable operational impact
Perform other job-related tasks as necessary