Customer Service Manager

Responsibilities Oversee and guide customer service operations, ensuring efficient resolution of escalated issues, maintaining high customer satisfaction, and fostering team development and performance. Lead, coach, and support a team of employees responsible for provisioning and configuring business services and network solutions. Provide oversight and direction on complex, specialized, and high-impact technical issues to ensure timely and effective resolution. Monitor workload, performance, service delivery metrics, and team priorities to ensure operational objectives are met. Serve as a primary escalation point for employees, internal partners, external stakeholders, and customers as needed. Coordinate across multiple internal and external teams to remove barriers, align priorities, and drive tasks and projects to completion. Review, analyze, and track technical problems, trends, and root causes to support continuous improvement. Requirements Proven leadership or supervisory experience, preferably in technical support, service provisioning, network configuration, or a related operational environment. Strong ability to lead teams, coach employees, manage performance, and support employee development. Demonstrated experience resolving or overseeing complex technical issues and escalations. Excellent communication, coordination, and stakeholder management skills. Experience working with cross-functional teams to drive timely resolution of tasks, projects, and customer-impacting issues. Strong organizational, analytical, problem-solving, and multitasking abilities. Ability to maintain professionalism, accountability, and sound judgment while managing competing priorities. #J-18808-Ljbffr