Customer Service Manager

WSA Americas•Hauppauge, NY

16d

About The Position

WSA - Wonderful Sound for All is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

Requirements

Proven experience in customer service management or a similar leadership role.
Strong leadership, coaching, and team development skills.
Excellent communication and problem-solving abilities.
Experience managing KPIs, service levels, and performance metrics.
Proficiency in CRM and customer service technologies.
Ability to work cross-functionally and drive operational improvements.

Responsibilities

Build, lead, and maintain a high-performance customer service team culture.
Conduct regular one-on-one meetings focused on coaching, performance, and career.
Maintain expertise across all products, processes, and service channels (commercial, key, retail).
Ensure all customer interactions are professional, efficient, and solution oriented.
Monitor customer satisfaction metrics for multibrand customers.
Manage and resolve escalated customer issues.
Act as a champion for the Voice of the Customer (VOC) across the organization.
Oversee daily workforce management, including staffing, scheduling, and capacity planning.
Ensure service level agreements (SLAs), key performance indicators (KPIs), and compliance requirements are consistently met.
Maintain and update process documentation and standard operating procedures (SOPs).
Manage and ensure completion of training programs, system updates, and new initiative rollouts.
Address performance gaps through structured action plans and coaching.
Manage attendance and adherence expectations.
Develop and implement incentive and recognition programs.
Conduct regular call evaluations and provide timely feedback (within 48 hours).
Utilize structured coaching methods to improve performance.
Provide real-time support and guidance during customer interactions.
Lead regular team meetings to communicate updates, priorities, and performance expectations.
Promote a culture of open communication and feedback.
Manage escalated customer interactions with professionalism and accountability.
Ensure accurate documentation of customer interactions and escalations in CRM systems (e.g., Salesforce).
Develop individualized development plans for team members.
Foster a positive, inclusive, and engaging team environment.
Recognize and reward employee achievements and contributions.
Encourage team-building activities.
Participate in pilot programs, system enhancements, and innovation initiatives.
Ensure team readiness for new processes through training and communication.
Maintain proficiency in key systems, ERP, CRM.