Customer Service Manager

Customer Service Manager

Addison Group is partnering with our client to identify an experienced Customer Service Manager to lead a large customer support team in a fast-paced, high-volume service environment. This individual will be responsible for driving operational performance, developing frontline leaders and representatives, and ensuring a consistently high level of service for customers. The ideal candidate brings a strong background in contact center leadership, a passion for employee development, and the ability to manage performance through coaching and accountability.

Key responsibilities include:

• Overseeing daily operations for a large team of customer service professionals, ensuring productivity, service quality, and adherence to established processes.
• Monitoring team performance metrics and implementing strategies to improve efficiency, responsiveness, and customer satisfaction.
• Providing ongoing coaching, mentorship, and performance feedback to supervisors and frontline representatives.
• Developing and executing employee training and development initiatives to support team growth and retention.
• Partnering with cross-functional departments to resolve escalated customer concerns and improve service delivery.
• Analyzing operational trends and reporting data to identify opportunities for process improvement.
• Fostering a culture of accountability, collaboration, and customer-focused service.
• Supporting workforce planning, staffing needs, and performance management activities.

Qualifications include:

• Bachelor's degree
• Minimum of 5 years of leadership experience managing large customer service or call center teams, including responsibility for 30+ employees.
• Previous experience working in a structured, metrics-driven contact center environment strongly preferred.
• Proven success developing employees, improving team performance, and building high-performing customer service organizations.
• Tenured background in customer service, contact center operations, or customer support leadership preferred.
• Demonstrated ability to balance operational priorities while maintaining a positive customer experience.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.