Customer Service Manager

Customer Service Training Manager

We are seeking a dedicated and experienced Customer Service Training Manager who will develop and execute a comprehensive training program for our company's phone system and customer service standards. This role is pivotal in establishing and enhancing our standard customer experience levels and setting up standard phone system messages, transfers, and warm hand-off standards.

Responsibilities

• Develop and implement standard operating procedures and process improvements, ensuring adherence to company policy.
• Report on key business metrics to leadership, providing timely and actionable feedback to improve service quality.
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and managing system and process improvements.
• Drive root-level resolution to recurring and highly impactful service issues and concerns.
• Act as a liaison to other department managers for training-related issues and questions on phone system and customer service representative standards.
• Establish a structure for the ongoing training and development of call center employees.

Essential Skills

• Customer service and support experience
• Order entry proficiency
• Strong analytical and project management skills
• 5+ years of experience in facilitating, coaching, and implementing training strategies in a call center environment
• Experience in continuous improvement, project management, and business analysis
• Proficiency in Microsoft Office, including Project, Word, Excel, Outlook, and PowerPoint
• Experience managing call center teams and providing call center support
• Working knowledge of call center software, databases, and tools
• Supervisory experience in a high-volume contact center

Work Environment

This role requires presence in the office for five days a week, with working hours from 8 AM to 5 PM.

Job Type & Location

This is a Contract to Hire position based out of Odessa, TX.

Pay and Benefits

The pay range for this position is $38.46 - $48.08/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Odessa, TX.

Application Deadline

This position is anticipated to close on Aug 31, 2026.