Customer Service Manager I

JOB SUMMARY

The CE Workforce Tools and Technology Supervisor is responsible for leading the Workforce Management (WFM) team’s reporting, analytics, and operational execution in support of a high-performing call center. This role plays a key part in driving continual improvements, efficiency gains, and optimal service levels through data-driven decisions and proactive communication. 

Core responsibilities include overseeing agent scheduling, managing call queue configurations, coordinating production incident responses and communications, and ensuring timely and accurate delivery of operational reporting. The Workforce Supervisor will partner closely with cross-functional teams to identify trends, address gaps, and implement scalable solutions, while also handling various ad-hoc requests to support daily operations and strategic initiatives.

Our preference is to hiring from within the current WM Customer Service team.

 Essential Duties and Responsibilities

• 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.
• Communicates and enforces company policies and procedures and 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.
• Compiles all customer service reporting requirements. 
• Investigates and resolves escalated customer service inquiries.
• The ideal candidate must be proficient and comfortable working in departmental systems such as NICE IEX, DRIVE, and Genesys, with the ability to quickly adapt to new tools and evolving business needs.

 QUALIFICATIONS: The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

Education

Required:            

• Bachelor's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study or
• High School Diploma or GED (accredited) and four years of relevant experience Required

Preferred:

• Master's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study        Preferred            

Work Experience

Required:

• 3-5 years of relevant work experience in Customer Service/Call Center (in addition to education requirement)

Preferred:

• 2-3 years of supervisory experience

Knowledge, Skills and Abilities

• Call center or customer service experience and supervisory/management skills required       
• Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results 
• Excellent skills in organization, analytical, prioritization, time management and handling multiple tasks and priorities         
• Excellent oral and written communications skills       
• Self-starter who possesses the ability to work cooperatively with a team of customer service providers and other members of the management team 
• Experienced and skilled at effectively providing and receiving constructive feedback          
• Effective facilitative leadership skills and experience leading focused teams         
• Very good understanding of business processes, tools and techniques required to develop an engaged customer and employee environment      

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.

• Normal setting for this job is: Remote [Ideal candidate would be within 50 miles from a call center].

The expected pay range for this remote position across the U.S is $74,600 - $95,100K. 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 Waste Management, 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.