We are actively seeking experienced Customer Service Call Center Managers for a client within the Manchester and Nashua, NH market. This is an excellent opportunity for customer service leaders who are looking to advance their careers with growing organizations that value operational excellence, employee development, and exceptional customer experiences.

The ideal candidate will have a strong background leading customer service and contact center teams, overseeing daily operations, driving performance metrics, and fostering a positive, customer-focused culture.

Position Title: Customer Service Call Center Manager
Location: Manchester, NH / Nashua, NH
Schedule: Full-Time, Day Shift, Monday-Friday
Employment Type: Direct Hire

Salary: $75,000 - $100,000+ annually DOE

Key Responsibilities

• Lead and manage daily call center operations to ensure service level goals are achieved.
• Supervise, coach, and develop customer service representatives and team leads.
• Monitor KPIs including call quality, customer satisfaction, response time, productivity, and employee performance.
• Develop and implement strategies to improve customer experience and operational efficiency.
• Handle escalated customer concerns and ensure timely resolution.
• Conduct performance reviews, coaching sessions, and team development initiatives.
• Create staffing schedules and workforce plans to ensure adequate coverage.
• Analyze reporting data and identify trends, opportunities, and process improvements.
• Collaborate with senior leadership on department goals, policies, and performance initiatives.
• Maintain compliance with company policies, procedures, and service standards.

Qualifications

• Bachelor's degree preferred or equivalent management experience.
• 5+ years of call center/contact center experience.
• 3+ years of leadership or management experience within a customer service environment.
• Proven success managing customer service teams and improving operational performance.
• Strong coaching, mentoring, and employee development skills.
• Excellent verbal and written communication abilities.
• Experience utilizing CRM, call center, and workforce management systems.
• Strong analytical, organizational, and problem-solving skills.
• Ability to thrive in a fast-paced, customer-focused environment.

If you're considering a career change, we'd love to connect. Apply today or reach out confidentially to discuss available opportunities.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.