Customer Service Manager

Anticimex•Tampa, FL

About The Position

The Customer Service Manager oversees daily Customer Service operations, leads and develops team members, and ensures departmental performance goals and service standards are met. The role focuses on employee performance, operational efficiency, quality assurance, and delivering an exceptional customer experience. The manager oversees staffing, scheduling, workflow, performance monitoring, coaching, compliance, recruiting, onboarding, and training. The position also analyzes customer feedback and operational trends, collaborates with other departments, and assists with budgeting, staffing plans, reporting, and resource allocation. Other duties may be assigned.

Requirements

High school diploma or GED required.
Minimum of three years of related customer service or call center experience.
Excellent verbal and written communication skills.
Ability to sit for extended hours.
Ability to lift 25 pounds.
Strong leadership, coaching, organizational, and problem-solving skills.
Ability to analyze performance data and implement improvement strategies.
Proficiency in computer systems and standard office applications.
Ability to manage competing priorities in a fast-paced environment.
Ability to meet established productivity standards and perform essential job functions safely and successfully.
Ability to communicate clearly and professionally by telephone and through written communication.

Nice To Haves

Prior supervisory or management experience preferred.

Responsibilities

Lead, manage, and develop customer service supervisors, team leads, and representatives.
Oversee daily operations, staffing, scheduling, and workflow to maintain appropriate coverage and service levels.
Monitor KPIs, including service level, average speed of answer, abandonment rate, call handling, and quality.
Manage employee attendance, timekeeping, and schedule adherence in accordance with company policies.
Provide regular coaching, performance feedback, call monitoring, and employee development.
Ensure compliance with established policies, procedures, quality standards, and customer service expectations.
Identify performance gaps and implement improvement plans to achieve departmental goals.
Recruit, onboard, and train employees in collaboration with appropriate departments.
Analyze customer feedback and operational trends to identify opportunities to improve customer satisfaction and retention.
Collaborate with other departments to resolve issues, improve processes, and support organizational goals.
Assist with departmental budgeting, staffing plans, reporting, and resource allocation.
Perform other duties as assigned.