Senior Manager, Customer Service

POSITION OVERVIEW

The Senior Manager, Customer Service leads high-volume call center operations that directly influence customer trust, service quality, order accuracy, and retention. This role is primarily responsible for leading the day-to-day performance of customer service supervisors and frontline agents, ensuring teams consistently meet service, quality, productivity, and customer experience expectations.

The Senior Manager serves as a hands-on operational leader who develops supervisors, strengthens frontline performance, manages escalations, improves workflows, and builds a culture of accountability, engagement, and continuous improvement. This role requires deep call center leadership experience, strong people-management skills, sound operational judgment, and the ability to translate performance data into clear actions.

The ideal candidate is an experienced call center leader who knows how to manage through supervisors, build high-performing teams, improve execution, and maintain stability in a fast-paced, high-growth environment. Experience in pharmacy, healthcare, or another regulated industry is beneficial but not required. The primary need is a proven call center expert who can lead people, improve performance, and raise operational standards.

ESSENTIAL JOB FUNCTIONS

People and Team Leadership

• Team Leadership: Lead the daily performance of customer service supervisors and frontline agents across high-volume service channels. Establish clear expectations, maintain strong communication, and ensure teams consistently deliver accurate, timely, and professional service.
• Supervisor Development: Coach and develop supervisors to become stronger people leaders. Build their capabilities in performance management, employee coaching, accountability, engagement, communication, conflict resolution, and operational decision-making.
• Performance Management: Set clear individual and team expectations and ensure consistent follow-through. Monitor performance, identify gaps, provide timely feedback, recognize strong performance, and implement corrective action when expectations are not met.
• Employee Development: Create an environment of continuous learning and development. Identify high-potential employees, support succession planning, and establish development plans that prepare supervisors and agents for increased responsibility.
• Employee Engagement: Promote a positive, accountable, and service-oriented culture. Maintain visibility with the team, encourage open communication, address employee concerns, and partner with Human Resources to support engagement and retention.

Call Center Operations

• Operational Leadership: Oversee daily call center execution, including service levels, productivity, attendance, schedule adherence, quality, customer satisfaction, and escalation management. Ensure supervisors are actively managing performance throughout the day.
• Workforce Execution: Partner with workforce management and operational leaders to align staffing, scheduling, and intraday decisions with customer demand. Proactively respond to volume changes, staffing shortages, service disruptions, and evolving business priorities.
• Performance Monitoring: Use operational dashboards, call center reports, quality results, and customer feedback to identify performance trends and areas requiring action. Translate data into practical coaching, staffing, and process decisions.
• Service Consistency: Ensure policies, procedures, communication standards, and customer-handling expectations are applied consistently across supervisors, teams, shifts, and service channels.
• Operational Stability: Maintain control of daily operations by anticipating risks, addressing issues early, and ensuring leaders are prepared to respond to changing customer demand and business needs.

Customer Experience and Escalation Management

• Customer Experience: Ensure customer interactions are handled with accuracy, urgency, empathy, and professionalism. Reinforce behaviors that reduce customer effort and build trust.
• Escalation Resolution: Oversee complex or high-impact customer escalations that require leadership attention or cross-functional coordination. Ensure escalations are resolved promptly, documented appropriately, and used as learning opportunities.
• Customer Advocacy: Review customer feedback, complaints, quality findings, and service trends to identify recurring issues. Advocate for improvements that strengthen the customer experience and reduce preventable contacts.
• Quality Oversight: Partner with quality leaders to ensure customer interactions meet organizational, regulatory, and service expectations. Use quality results to improve coaching, reduce performance variability, and reinforce consistent standards.

Continuous Improvement

• Process Improvement: Identify inefficiencies, recurring customer issues, and operational barriers that affect employees or customers. Lead improvements that simplify work, reduce errors, strengthen consistency, and improve team performance.
• Standard Work: Establish and reinforce clear operating routines, leadership expectations, escalation processes, communication practices, and performance-management standards.
• Change Leadership: Lead supervisors and agents through process, policy, system, and organizational changes. Ensure leaders understand the change, communicate it effectively, reinforce expectations, and monitor adoption.
• Technology Adoption: Support the effective adoption of approved call center technologies, automation, reporting, and AI-enabled tools. Reinforce proper use, provide operational feedback, and ensure teams maintain appropriate human judgment, accountability, privacy, and compliance.

Cross-Functional Collaboration

• Operational Partnership: Partner with Pharmacy Operations, Quality, Compliance, Workforce Management, Information Technology, Human Resources, Training, and other departments to resolve customer and operational issues.
• Communication: Communicate operational performance, risks, staffing concerns, customer trends, and improvement opportunities clearly to leadership and key business partners.
• Business Execution: Translate organizational priorities into clear expectations and measurable actions for supervisors and frontline teams. Ensure leaders understand how daily execution supports broader customer service and company objectives.

Compliance and Risk Management

• Regulatory and Policy Compliance: Ensure customer service teams follow applicable policies, procedures, privacy requirements, documentation standards, and regulatory expectations.
• Operational Controls: Maintain effective controls related to customer interactions, escalation handling, documentation, system access, and employee performance.
• Risk Identification: Identify potential customer, employee, compliance, or operational risks and escalate concerns through the appropriate channels. Partner with subject-matter experts to implement corrective actions.

KNOWLEDGE AND SKILLS

• Demonstrated expertise leading customer service operations using workforce management, performance analytics, AI-enabled technologies, KPI development, forecasting methodologies, and continuous improvement principles to improve service quality, scalability, and operational effectiveness.
• Proven ability to build, coach, and develop supervisors into effective people leaders while fostering accountability, engagement, and high-performance team cultures.
• Strong experience with performance management, coaching, employee accountability, corrective action, succession planning, and leadership development.
• Demonstrated success improving customer service metrics, including service levels, quality, productivity, customer satisfaction, employee engagement, and operational efficiency.
• Strong understanding of contact center operations, including service-level management, workforce planning, schedule adherence, quality assurance, escalations, capacity planning, and intraday performance management.
• Ability to interpret call center reporting, operational dashboards, workforce analytics, and quality metrics to make informed business decisions and drive continuous improvement.
• Strong leadership capabilities with exceptional communication, executive presentation, coaching, change management, stakeholder influence, conflict resolution, and cross-functional collaboration skills within fast-paced, rapidly evolving business environments.
• Advanced analytical and problem-solving skills with the ability to interpret operational data, identify trends, evaluate risks, prioritize initiatives, and make informed decisions that balance customer experience, compliance, productivity, and financial performance.
• Excellent written, verbal, and interpersonal communication skills with the ability to influence stakeholders across all organizational levels.
• Strong analytical, organizational, and problem-solving skills with the ability to manage competing priorities and make sound decisions in a fast-paced, high-volume environment.
• Proficiency with CRM platforms, workforce management systems, business intelligence tools, quality-monitoring applications, reporting tools, Microsoft Office 365, and emerging AI technologies that enhance decision-making, automation, knowledge management, and operational execution.

EXPERIENCE AND QUALIFICATIONS

• Bachelor's degree in Business Administration, Management, Communications, or a related field, or an equivalent combination of education and relevant leadership experience.
• Minimum of eight years of progressive call center or contact center leadership experience, including responsibility for high-volume customer service operations.
• Demonstrated experience directly managing supervisors, team leads, and frontline customer service employees while developing leadership capability and driving team performance.
• Experience leading teams through operational growth, organizational change, technology implementations, or large-scale process improvements.
• Experience supporting customers across multiple service channels, including phone, email, chat, and case management.
• Experience with contact center technologies, CRM platforms, workforce management systems, quality-monitoring applications, reporting tools, and business intelligence solutions.
• Experience in pharmacy, healthcare, pharmaceutical services, or another highly regulated industry preferred.
• Experience managing multiple supervisors, teams, business functions, shifts, or locations preferred.