Customer Service Manager - TS/SCI W/ POLY

CUSTOMER SERVICE MANAGER

Key Responsibilities

• Lead and manage multiple Tier 2 customer service teams through subordinate managers, ensuring consistent, high-quality service delivery across the NCR.
• Foster a productive, accountable, and motivating work environment while addressing employee concerns, performance issues, and customer escalations.
• Provide leadership, coaching, and professional development to managers and staff to build a high-performing organization.
• Act as a senior advisor to subordinate managers in resolving complex operational challenges, staffing concerns, and escalated customer issues.
• Develop, implement, and enforce call center/help desk policies, procedures, and best practices aligned with global contract requirements.
• Oversee workforce planning, scheduling, and performance management to meet service level agreements (SLAs) and operational goals.
• Monitor and analyze call quality, customer satisfaction metrics, and operational KPIs to identify trends, improve service delivery, and inform training initiatives.
• Ensure accurate documentation and reporting of customer interactions, incidents, and resolutions in accordance with contract and compliance requirements.
• Manage teams responsible for identifying, troubleshooting, isolating, and resolving technical or service-related issues for customers.
• Collaborate with the Project/Task Senior Manager and global counterparts to align NCR operations with enterprise-wide objectives and continuous improvement initiatives.
• May support budget planning, resource allocation, and cost management for assigned teams.

Scope of Responsibility

• Oversees multiple teams led by subordinate managers within Tier 2 Operations in the NCR.
• Responsible for medium to large operational scope with moderate to high complexity.
• Impacts service delivery across a regional footprint while contributing to global contract performance.

Qualifications

• Education: Bachelor's degree in Business, Information Technology, Management, or related field (or equivalent experience).
• Experience:
  • 7+ years of customer service, call center, or help desk experience
  • 3+ years of leadership experience managing managers or multiple teams
• Proven ability to lead through subordinate supervisors in a multi-layered organization.
• Strong experience with performance metrics, SLAs, and continuous improvement initiatives.
• Excellent problem-solving, communication, and conflict resolution skills.
• Experience supporting large-scale or government contracts preferred.
• Ability to operate in a fast-paced, high-visibility environment with competing priorities.

Key Competencies

• Leadership & Team Development
• Operational Excellence
• Customer Focus
• Strategic Thinking
• Performance Management
• Communication & Influence

Required Certs:

1. Security+ CE

2. PWS 9.1

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