Manager - Customer Service

Posted Date:3/12/2018 12:27:21 AM
Job Type: Full Time
Req #: JR-12445
Location: Pharr, TX
Job Category:Operations

Job Summary:

Position Purpose:

  • Build strong working relationships with key people. external to grow both projects
  • Coordinates, directs, monitors, trains, and evaluates the daily work activities of the floor supervisors
  • Oversees the overall work activities of the contact center floor. 
  • Maintains high performance levels and meets/exceeds call center goals. 
  • Provide positive leadership by example through demeanor, site floor awareness, and interaction with others. 
  • Completes reports timely and accurately.
  • Communicates with Product Team, Clients Facing Teams and other key personnel throughout the country.
  • Work with the Workforce Team to determine needed phone coverage to handle anticipated workloads.
  • Re-deploys staff as needed to accommodate changes in volume.
  • Answer questions/provides guidance to staff on procedural questions and problems.
  • Works with department leaders to resolve difficult and complex problems/complaints.
  • Alerts Senior Management of problems, operational issues or staff concerns requiring her/his attention.
  • Develops and implements internal policies and procedures.
  • Monitors individual service levels by monitoring phone calls/responses and direct observation.
  • Monitors overall performance of staff against desired quality levels, and determines needed corrective actions.
  • Provides back-up coverage for other Managers in their absence.
  • Provides back-up coverage on customer assistance line during periods of heavy call volume.  
  • Develop performance objectives that include both professional and personal goals of your team members
  • Meet/exceed and maintain service and quality levels as assigned by management
  • Manage day-to-day operations of the team.
  • Work with Cross-Functional Teams to ensure both internal and external customers' needs are met.


Prefer three (3) years of supervisory/management experience in a customer service environment as well as a proven track record for managing.  Must have strong communication and interaction skills; the ability to work under pressure in a fast –pace environment; and strong leadership and team-development skills. Candidate must be proficient within a Microsoft Windows environment. Candidate must have flexible availability including nights, weekends, and holidays.

This is a full-time position that offers a benefits package for employees and eligible dependents.  This package includes medical, dental, vision, life insurance, and a discount prescription drug plan.  A Flexible Spending Account, Health Savings Account and tax deferred 401 (k) plan are also available.  Salary is commensurate with experience.

Education & Knowledge Desired  

Some college course work completed






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