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
• Measure results against KPIs and partner with business leaders to implement corrective actions
• Foster a culture of innovation, continuous improvement, and operational excellence
• Participate in leadership meetings and support special projects as required

Supervisory Responsibilities

• Directly manage team leads across customer-facing and support teams
• Oversee training, workforce planning, performance management, coaching, recognition, and corrective action