The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.

Responsibilities:

Resolve issues that include uncommon and complex situations with significant organizational impact

Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.

Develop leaders by providing guidance and mentorship in conjunction with succession planning

Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities

Recommend new work procedures and contribute to the development of new customer service techniques, models and plans

Drive organizational change through innovation and process improvement, elimin...