Customer Service Senior Manager

**Position Overview**:
Customer Service Senior Manager leads daily operations to drive efficiency, service excellence, and team productivity. Ensures quality standards, resolves escalations, analyzes performance trends, and implements process improvements. Oversees scheduling, fosters staff development, and maintains clear, consistent communication across the team.
**As the Customer Service Senior Manager, you will**:
- Oversee daily operational activity to maximize resource utilization, staffing productivity, and customer service quality.
- Maintain established standards of work, data accuracy, and quality expectations.
- Monitor productivity and deliver employee performance through various statistical and reporting methods; conduct performance reviews in adherence to schedule.
- Serve as escalation point for resolution of client complaints.
- Review calls and monitor trends based on queries, calls, and issues; use appropriate tools to make recommendations on impr...