Customer Service Manager

A company is looking for a Customer Service Manager to lead and optimize daily operations of the Participant Services organization. Key Responsibilities Lead and manage a team of supervisors and frontline representatives, ensuring high performance and engagement Oversee call center operations and serve as an escalation point for complex participant issues Establish and report on key performance metrics, providing insights and recommendations to leadership Required Qualifications 5+ years of leadership experience in a call center or customer service environment Proven experience managing supervisors and multi-layered teams in high-volume settings Strong background in workforce management, forecasting, and real-time operations Experience with CRM systems and operational reporting tools Ability to operate in a fast-paced environment while maintaining structure and discipline