Customer Service Manager

Core Duties & Responsibilities

• Lead and support team leads in daily operations and work allocation to ensure timely, high-quality service delivery
• Monitor staffing levels, workload volume, and support demand; adjust resources as needed
• Track service-level performance, analyze trends, and drive continuous improvement initiatives
• Improve operational efficiency through process optimization, automation, and system enhancements
• Own service delivery outcomes and their direct impact on customer experience
• Promote employee engagement through recognition, incentives, and development initiatives
• Make management decisions related to hiring, team structure, and employee development
• Anticipate and manage operational risks, changes, and evolving business needs
• Coach and develop team leads to improve client experience and solution effectiveness
• Deliver regular performance reporting with actionable insights...