About The Position
As the Customer Service Manager for Money Network Level 1 operations, you lead supervisors and front-line associates to deliver consistent quality, performance, and service excellence. You partner with workforce management, quality assurance, and cross-functional teams to optimize processes, staffing, and customer outcomes. Your leadership strengthens operational discipline, drives continuous improvement, and builds an engaged culture that meets Service Level Agreements (SLAs) and elevates Customer Satisfaction (CSAT).
Requirements
- 6+ years of experience in customer service operations leading Level 1 contact center teams in payments or financial services environments or equivalent combination of educational background, related experience and/or military experience.
- Experience managing and developing teams of supervisors and front-line associates.
- Experience delivering against SLAs, quality assurance metrics, and productivity goals using case management and workforce management (WFM) systems.
- Experience conducting quality audits and using data analysis to improve key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
- Experience using Microsoft Excel, PowerPoint, and Word to analyze volumes, forecast staffing, and report operational results.
Nice To Haves
- Experience leading process improvement initiatives.
- Experience with change management to implement new workflows, technologies, or policies.
- Experience with workforce management or quality platforms (e.g., Verint, NICE) or similar systems.
- Bachelor’s degree or higher in Business, Operations Management, or related field.
Responsibilities
- Lead Money Network Level 1 production teams and provide day-to-day operational oversight to meet Service Level Agreements (SLAs) and quality targets.
- Coach, mentor, and develop supervisors, setting clear goals, providing regular feedback, and guiding career growth.
- Administer performance management processes, including evaluations, improvement plans, and corrective actions aligned to company policies.
- Maintain and update departmental procedures, standard work, and documentation to ensure compliance and audit readiness.
- Conduct regular quality reviews, analyze trends, and implement action plans to improve First Call Resolution (FCR), Customer Satisfaction (CSAT), and productivity.
- Plan workload distribution, forecast staffing with workforce management (WFM), and allocate resources to consistently achieve service levels.
- Participate in recruiting activities, interview candidates, and make hiring recommendations to build high-performing teams.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Benefits
- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental, caregiver, and military leave.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Manager
