Business Support Manager

General Description

Salary: $83,845- $119,787

The Business Support Manager provides leadership and coordination across departmental training, quality assurance, workforce management, and business support functions for the Customer Service Department. This role ensures alignment with departmental goals, service standards, data integrity requirements, and continuous improvement initiatives while promoting operational effectiveness and service excellence.

• Provide day-to-day leadership, coaching, and performance management for staff supporting departmental training, quality assurance, workforce management, and business support functions.
• Maintain a working knowledge of core responsibilities across assigned functions, including curriculum development, onboarding, scorecard management, quality reviews, survey tracking, forecasting, scheduling, data audits, user acceptance testing (UAT), technology support, and process documentation.
• Ensure departmental training materials, procedures, and standard operating documentation are accurate, current, and consistently applied across the Customer Service Department.
• Lead quality assurance programs, including scorecard development, quality standards, coaching trends, compliance monitoring, and identification of opportunities to enhance the customer experience.
• Support workforce management initiatives that optimize staff resources by evaluating call volumes, staffing needs, schedules, schedule adherence, and resource allocation to meet service-level goals.
• Oversee business systems support by identifying system issues, validating data integrity, coordinating user acceptance testing, and facilitating communication between business operations and Information Technology.
• Analyze operational trends, performance metrics, audit results, and other data to identify opportunities and recommend improvements to training, processes, systems, staffing, and service delivery.
• Collaborate with other Customer Service leaders to address operational gaps, improve consistency, strengthen cross-functional coordination, and enable teams to focus on day-to-day service excellence.
• Communicate priorities, risks, project status, performance trends, and opportunities for improvement to the Director of Customer Service.

Any combination of education and experience that demonstrates the candidate’s ability to perform successfully in this position will be considered.

• Bachelor’s degree in Business Administration, Public Administration, Management, Communications, Information Systems, or a related field.
• Seven years of progressively responsible experience in customer service operations, business support, training, quality assurance, workforce management, business analysis, or a related operational support area, including at least three years of experience in a supervisory, lead, project management, or team coordination role that included providing guidance, setting priorities, coaching employees, or leading cross-functional initiatives.
• Demonstrated ability to analyze and interpret operational reports, quality results, staffing data, customer feedback, audit findings, and performance metrics to identify trends, recommend corrective actions, and support continuous improvement.
• Experience developing, reviewing, or maintaining procedures, training materials, scorecards, dashboards, workflows, or process documentation.
• Working knowledge of customer service technology, case management systems, reporting tools, call center platforms, billing systems, or other business applications used to support service delivery.
• Experience coordinating cross-functional work with operations, IT, training, quality, workforce management, or leadership teams.
• Strong leadership, communication, organization, analytical, and problem-solving skills.

• Experience in a utility, municipal, government, call center, or high-volume customer service environment.
• Experience supporting system implementations, user acceptance testing, data audits, reporting improvements, or process automation initiatives.
• Experience leading or supporting employee development, onboarding, quality monitoring, performance coaching, or customer experience improvement programs.
• Familiarity with workforce forecasting, scheduling, adherence monitoring, service level tracking, or resource planning.
• Strong ability to…