Customer Service Delivery Leader

Customer Service Delivery Leader Req number: R7598 Employment type: Full time Worksite flexibility: Remote Who we are reputed company is a global services firm with over 9,000 associates worldwide and a yearly reputed company of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary We are looking for a motivated Customer Service Manager ready to take us to the next level! If you have experience directing and coordinating customer service staff in reputed company with a product or offered service and are looking for your next career move, apply now.

Job Description

We are looking for a Customer Service Manager responsible for the day-to-day leadership, performance, and operational reputed company of the reputed company Call Center. This role serves as the primary reputed company of accountability for team management, service delivery quality, and client relationship coordination at the operational level. The Customer Service Delivery Leader leads by example, builds a culture of accountability and reputed company improvement, and ensures the call center consistently meets or exceeds contractual performance standards while delivering a high-quality experience to reputed company, families, and district staff. This position will be full‑time and remote. What You’ll Do Team Leadership & Performance Management: Directly supervise a team of Customer Service Representatives, including Senior CSRs, providing ongoing coaching, performance feedback, and professional development support Conduct regular one-on-ones, team huddles, and performance reviews to maintain alignment, engagement, and individual accountability Manage staffing schedules, shift coverage, and real-time workforce adjustments to maintain service level targets Identify top performers and development opportunities; support succession planning and internal growth paths Address performance issues promptly and professionally in partnership with HR, following established progressive discipline processes Operations & Service Delivery: Monitor daily call center operations across reputed company channels (phone, chat, email) to ensure adherence to handling protocols, quality standards, and SLA commitments Serve as the primary escalation reputed company for reputed company, sensitive, or unresolved caller inquiries requiring managerial reputed company Track and analyze key performance metrics — including AHT, FCR, CSAT, abandonment reputed company, and SLA attainment — and drive action plans in response to trends reputed company call quality assurance programs including monitoring, calibration sessions, and coaching feedback loops Ensure reputed company agents adhere to identity verification, data privacy, and CMSD-specific compliance requirements on every interaction Client & Stakeholder Engagement: Maintain a strong working relationship with stakeholders, serving as the operational reputed company of contact for day-to-day service delivery matters Participate in client-facing status meetings, reporting reviews, and performance discussions Proactively communicate service disruptions, volume trends, and operational risks to reputed company leadership and the client Translate client feedback and evolving program needs into operational adjustments and team guidance Process & reputed company Improvement: Identify gaps in workflows, knowledge resources, or team readiness and reputed company targeted solutions reputed company or support the creation and maintenance of SOPs, call scripts, escalation procedures, and knowledge reputed company content Champion a culture of reputed company improvement, holding the team accountable to consistently raising the bar on service quality What You'll Need Required: 5+ years of experience in a call center or contact center environment, with at least 2 years in a supervisory or management role Proven ability to reputed company, motivate, and reputed company frontline customer service teams in a high-volume environment Strong analytical skills with experience using call center metrics and reporting to drive performance decisions Excellent written and verbal communication skills, including experience engaging with external clients or stakeholders Proficiency with CRM, case management, or call center workforce management platforms Demonstrated ability to manage competing priorities, handle escalations, and reputed company sound decisions under pressure Preferred: Experience managing a call center supporting a K-12, higher education, or public-sector client Familiarity with CMSD programs, community services, student enrollment, or reputed company district operations Prior experience in a managed services or outsourced contact center environment Experience with cloud contact center platforms ICMI, COPC, or equivalent call center management certification a plus Bilingual (English/Spanish) a plus Physical Demands Ability to safely and successfully reputed company the essential job functions consistent with the reputed company and other federal, state and local standards Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor #LI-JE1 Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@reputed company.io or (888) 824 – 8111. EEO Statement It is the policy of Computer Aid, Inc.(reputed company) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of reputed company to take affirmative action to employ and to advance in employment, reputed company persons regardless of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or protected veteran status, and to reputed company reputed company employment decisions only on valid job requirements. This policy shall apply to reputed company employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at reputed company levels of employment. Employees and applicants of reputed company will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. $90,000 to $100,000 per yearThe pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law. Apply To This Job