Manager, Customer Service

National Safety Council•Itasca, IL

4d•$100,000 - $100,000•Remote

About The Position

The National Safety Council (NSC) is seeking a Manager, Customer Service to lead the day-to-day operations of a fully remote, high-performing, omnichannel contact center. The role focuses on delivering a world-class customer experience across voice, chat, email, SMS, and digital channels. This position is responsible for driving service excellence, operational efficiency, and continuous improvement through data-driven decision-making, strong people leadership, and expertise in contact center technologies, particularly Five9. The ideal candidate will be a Five9 super-user and internal expert, optimizing platform capabilities to enhance customer experience, agent productivity, and business outcomes, combining strategic thinking with hands-on execution and a passion for elevating customer service standards.

Requirements

Bachelor’s degree in Business, Communications or a related field, or equivalent work experience
5+ years of experience in contact center or customer service operations
2+ years of direct people management experience within a fully remote contact center environment
Demonstrated success leading, coaching, and developing remote teams, including performance management and engagement in a virtual setting
Strong experience managing omnichannel support environments.
Hands-on experience with Five9 platform administration and configuration.
Proven track record of improving customer experience metrics (CSAT, NPS, FCR).
Strong analytical skills with the ability to interpret data and drive actionable insights.
Excellent leadership, communication, and stakeholder management skills.

Nice To Haves

Five9 certifications or advanced platform expertise.
Experience with WFM tools, CRM systems (e.g., Salesforce), and QA platforms.
Background in process improvement methodologies (Lean, Six Sigma).
Experience scaling contact center operations or leading transformation initiatives.

Responsibilities

Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service).
Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards.
Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores.
Forecast demand and partner with workforce management to ensure optimal staffing across channels.
Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction.
Champion a customer-first culture focused on empathy, responsiveness, and resolution.
Design and implement programs to achieve world-class service benchmarks.
Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives.
Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer journey.
Serve as the primary Five9 subject matter expert (SME) for the contact center.
Maintain Five9 functionality including: IVR design and optimization, call routing strategies (skills-based routing, prioritization, overflow logic), campaign management (inbound/outbound/blended), agent desktop configuration and workflows, and digital channel integrations (chat, messaging, email).
Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends.
Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime.
Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing).
Lead system enhancements, testing, and releases in partnership with IT and business stakeholders.
Train and mentor supervisors and agents on Five9 tools and best practices.
Lead, coach, and develop a team of supervisors, team leads, and frontline agents.
Establish clear performance expectations and accountability for results.
Conduct regular coaching, performance reviews, and career development planning.
Foster a high-engagement, inclusive team culture focused on collaboration and excellence.
Drive hiring, onboarding, and retention strategies to build a strong talent pipeline.
Analyze operational data to identify trends, inefficiencies, and opportunities for optimization.
Implement process improvements to enhance productivity, quality, and customer outcomes.
Support quality assurance programs, including calibration and performance feedback loops.
Develop and maintain SOPs, knowledge base content, and training materials.
Lead or participate in cross-functional projects and initiatives.