The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.

Responsibilities

• Resolve issues that include uncommon and complex situations with significant organizational impact
• Evaluate team's performance and make recommendations for pay increases, promotions, terminations, hiring, etc.
• Develop leaders by providing guidance and mentorship in conjunction with succession planning
• Develop employees and their skill sets to expand each team's capabilities and provide growth opportunities
• Recommend new work procedures and contribute to the development of new customer service techniques, models, and plans
• Drive organizational change through innovation and process impro...