Scion Staffing has been engaged to conduct the search for a Senior Customer Service Manager on behalf of our incredible client, a scaling industry leader in the logistics solutions space! This full-time position is for immediate hire and operates from our client’s Call Center in Pensacola, FL with opportunities to expand to emerging markets!

Position Summary:

The Senior Customer Service Manager is a nimble leader and communicator who will expertly manage our client’s Call Center in Pensacola, FL to ensure the highest quality and consistency of service to customers. The Senior Customer Service Manager will coordinate and own all Call Center-related projects, requests, issue resolution and reporting/metrics on Call Center operations. The ideal Senior Customer Service Manager will display unmatched interpersonal communication skills, a service-oriented mindset, and experience in building out a state-of-the-art Customer Service center.

Primary Responsibilities:

• Oversee Call Center Supervisors to ensure that staff is providing world-class customer service and achieving established KPIs.
• Effectively champion the mentorship and professional development of Call Center Supervisors.
• Collaborate cross-functionally with management peers in identification of industry trends and standards and establishment of Call Center goals.
• Provide guidance to Call Center Supervisors related to HR, attendance, and performance issues.
• Monitor staff performance to guarantee achievement of desired service levels and take corrective action, as needed.
• Champion tasks or projects to support agents, other managers, and call center operations.
• Identify opportunities for system improvements and implement changes to enhance productivity.
• Contribute to development of Call Center goals and projections in conjunction with Call Center Supervisors.

Position Requirements:

• Bachelor’s degree.
• 5+ years of management experience in a dynamic, fast-paced customer service/call center environment.
• Proven ability to manage and direct process flows as well as customer interaction.
• Flexibility and desire to work in a constantly changing environment.
• Strong coaching and leadership skills with drive to motivate and mentor employees to achieve and exceed company KPIs.
• Excellent organizational skills with solutions-oriented mindset.
• High energy and effective communicator with stellar attention to detail!
• Strong analytical skills with working knowledge of data analysis to identify trends to guide a high-performing team to success.
• Proficiency in Google Suite, Five9, and ZenDesk.
• Ability to work flexible hours including evenings, weekends, and holidays as needed.
• Ability to travel up to 15% of the time, as needed.

Compensation and Benefits:

This role provides a generous salary between $90,000 and $100,000 (DOE) as well as a robust and comprehensive benefits package including medical, dental, and vision insurance, FSA, HSA, unlimited PTO, paid holidays, and 401(k) with opportunities for equity!

How to Apply:

For immediate consideration, submit your application (attaching your resume and cover letter) in MS Word through: www.scionstaffing.com/job/7596/

About Our Firm:

Scion Staffing is a top staffing agency and executive search firm, connecting leading companies and organizations with impeccable talent. Through our innovative team building and staffing solutions, we bridge the gap in temporary staffing, as well as contract-to-hire employment, contingent search, and executive searches. The Business Times has recognized us as a top staffing from 2010-2020, and our clients return to us for a variety of opportunities.

Scion Staffing is an equal opportunity employer and service provider and does not discriminate on the basis of race, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class. We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value, for ourselves, our client companies, and for the candidates we represent.