Manager, Customer Service

Aventiv Technologies•Plano, TX

45d•$95,846 - $109,265•Onsite

About The Position

The Customer Service Manager leads service operations while driving a strong QA culture to ensure consistent, high-quality customer interactions. This role is accountable for team performance, coaching, and continuous improvement to enhance customer experience, increase satisfaction, and deliver efficient, effective support.

Requirements

Performance Management: Ability to monitor metrics, identify gaps, and execute action plans
Coaching & Development: Skilled in delivering feedback, conducting 1:1s, and improving employee performance
Quality Management: Ability to evaluate customer interactions and drive quality improvement
Communication: Clear, concise verbal and written communication across all levels
Problem Solving: Diagnose issues quickly and implement practical solutions
Ability to lead and motivate teams in a fast-paced metric-driven environment
Ability to manage multiple priorities while maintaining service levels
Ability to build a culture of quality and continuous improvement
Ability to collaborate cross-functionally with operations, training, and product teams
High school diploma or GED
4+ years of call center management experience
Supervision of high-volume call center

Nice To Haves

Bachelor’s Degree in Business Administration or equivalent
Managed 50+ associates, supervisors and/or team leads

Responsibilities

Oversee day-to-day customer service activities to ensure timely responses, efficient resolution, and adherence to service level agreements (SLAs).
Implement and reinforce a quality assurance framework, including regular call/tickets reviews, calibration sessions, and consistent feedback.
Provide ongoing coaching, performance feedback, and development plans to improve individual and team performance.
Track key metrics (QA, CSAT, response time, resolution time) and take actions to address performance gaps.
Identify trends and pain points in customer interactions and implement improvements to drive higher satisfaction and first contact resolution.
Partner with training teams to ensure onboarding and continuous learning programs align with business needs and system/process changes.
Identify inefficiencies in workflows and implement process improvements to increase productivity and service quality.
Work with product, operations, and support teams to address root causes of issues and improve overall service delivery.
Set clear expectations and hold team members accountable for performance, attendance, and QA standards.
Perform other related duties as assigned or required.