Customer Service Manager - TS/SCI W/ POLY
CUSTOMER SERVICE MANAGER Key Responsibilities- Lead and manage multiple Tier 2 customer service teams through subordinate managers, ensuring consistent, high-quality service delivery across the NCR.
- Foster a productive, accountable, and motivating work environment while addressing employee concerns, performance issues, and customer escalations.
- Provide leadership, coaching, and professional development to managers and staff to build a high-performing organization.
- Act as a senior advisor to subordinate managers in resolving complex operational challenges, staffing concerns, and escalated customer issues.
- Develop, implement, and enforce call center/help desk policies, procedures, and best practices aligned with global contract requirements.
- Oversee workforce planning, scheduling, and performance management to meet service level agreements (SLAs) and operational goals.
- Monitor and analyze call quality, customer satisfaction metrics, and operational KPIs to identify trends, improve service delivery, and inform training initiatives.
- Ensure accurate documentation and reporting of customer interactions, incidents, and resolutions in accordance with contract and compliance requirements.
- Manage teams responsible for identifying, troubleshooting, isolating, and resolving technical or service-related issues for customers.
- Collaborate with the Project/Task Senior Manager and global counterparts to align NCR operations with enterprise-wide objectives and continuous improvement initiatives.
- May support budget planning, resource allocation, and cost management for assigned teams.
Scope of Responsibility- Oversees multiple teams led by subordinate managers within Tier 2 Operations in the NCR.
- Responsible for medium to large operational scope with moderate to high complexity.
- Impacts service delivery across a regional footprint while contributing to global contract performance.
Qualifications- Education: Bachelors degree in Business, Information Technology, Management, or related field (or equivalent experience).
- Experience:
- 7+ years of customer service, call center, or help desk experience
- 3+ years of leadership experience managing managers or multiple teams
- Proven ability to lead through subordinate supervisors in a multi-layered organization.
- Strong experience with performance metrics, SLAs, and continuous improvement initiatives.
- Excellent problem-solving, communication, and conflict resolution skills.
- Experience supporting large-scale or government contracts preferred.
- Ability to operate in a fast-paced, high-visibility environment with competing priorities.
Key Competencies- Leadership & Team Development
- Operational Excellence
- Customer Focus
- Strategic Thinking
- Performance Management
- Communication & Influence
Required Certs: 1. Security+ CE 2. PWS 9.1 #MD_2026Alumni |
