Customer Service Manager I

I. Job Summary 
The Customer Service Manager is responsible for overseeing the daily operations of a customer service team, composed of the SBS CE ChatNow & Intern team with four (4) Supervisor direct reports. This role is responsible for ensuring high-quality service delivery and operational efficiency. It involves managing staff performance, coaching team members, and driving continuous improvement through data analysis and strategic planning. The manager fosters a customer-centric culture, promotes teamwork, and leads initiatives to enhance service standards and employee engagement.    

II. Essential Duties and Responsibilities 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other minor duties may be assigned.  

• Conducts performance evaluations and manages individual and team goals aligned with business objectives.  Utilizes coaching and feedback to team members to support growth and performance improvement. 

• Provides day-to-day management and support to customer service staff. Champion customer-centric culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership. 

• Responsible for their team’s operational optimization through use of effective staffing and scheduling metrics, and interaction volume forecasting. Analyze department performance and proactively identify and implement strategies to improve quality of service, productivity and service. Recognize performance trends, perform root cause analysis and identify opportunities for improvement.  Create action plans to implement identified opportunities to meet set standards.  

• Communicates and enforces company policies and procedures; Develops and implements customer service performance standards. 

• Determines training needs and establishes programs. Perform periodic training quality assessments to ensure training standards are met. Coordinate training to ensure timely and consistent training delivery while managing change. 

• Investigates and resolves escalated customer service inquiries. 

• Participates in or leads cross-functional projects and change initiatives to support business transformation 

III. Supervisory Responsibilities 

The highest level of supervisory skills required in this job is the management of supervisory employees.  This includes direct supervision of supervisors. 

 IV. Qualifications 
The requirements listed below are representative of the qualifications necessary to perform the job. 

 Education and Experience 

Education: Bachelor’s degree (accredited) in Management, Business Administration or similar area of study. Alternatively, High School Diploma or GED (accredited) and four (4) years of relevant work experience.  
  

Experience: Seven (7) years of previous related experience with a minimum of 3 years in a leadership capacity (in addition to education requirement).  
  

 Certificates, Licenses, Registrations or Other Requirements 

None required. 

Other Knowledge, Skills or Abilities Required 

• Customer Service Expertise 

Proven experience in call center or customer service environments, with demonstrated supervisory and leadership capabilities 

Handles challenging customer interactions with empathy and professionalism, ensuring timely and effective resolution 

Maintains high levels of accuracy and attention to detail while meeting productivity and quality benchmarks 

• Leadership & Team Management 

Conducts performance evaluations and manages individual and team goals aligned with business objectives 

Provides coaching and feedback to team members to support growth and performance improvement 

Balances individual and team responsibilities while promoting a positive and inclusive team culture 

Demonstrates adaptability and resilience in a dynamic, fast-paced environment 

• Operational & Strategic Planning 

Collaborates effectively with Resource Management and other internal teams to align staffing, scheduling, and forecasting with operational needs 

Proactively identifies and resolves issues with efficiency and sound judgment by interpreting key performance indicators (KPIs) and using data insights to drive operational improvements 

Effectively prioritizes and plans work to meet deadlines and service level expectations 

Participates in or leads cross-functional projects and change initiatives to support business transformation 

• Communication & Interpersonal Skills 

Strong verbal, written, and analytical communication skills, with the ability to convey complex information clearly 

Skilled in conflict resolution and active listening, fostering constructive dialogue 

Demonstrates composure under pressure, multitasks effectively, and consistently treats others with respect and professionalism 

• Technical Proficiency 

Proficient in typing and navigating multiple systems with ease, including Microsoft Office Suite and various operating platforms 

V. Work Environment 

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. 

This role follows a hybrid work model, with a combination of in-office work at Windsor, CT and remote flexibility. 

The expected pay range for this on-site position across the U.S is $90K- 95,000K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

 

Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability.  As well as a Stock Purchase Plan, Company match on 401K, and more!  Our employees also receive Paid Vacation, Holidays, and Personal Days.  Please note that benefits may vary by site.

 

If this sounds like the opportunity that you have been looking for, please click “Apply.”

ABOUT WM WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative.  This position may require the successful candidate to travel by air for business reasons, or service federal property.  Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.