JOB SUMMARY
The CUSTOMER EXCELLENCE MANAGER plays a key leadership role in ensuring service excellence and operational efficiency within the Customer Service Center. This position is responsible for maintaining high-quality customer engagement by overseeing quality assurance programs, identifying process improvements, managing staff development, aligning workforce schedules with demand, and producing actionable performance insights. This role also serves as a strategic liaison between cross-functional teams, ensuring consistency in communication, responsiveness to customer needs, and alignment with organizational goals. The ideal candidate is highly organized, analytically skilled, and customer-focused with the ability to lead initiatives that enhance the overall customer journey.
JOB DUTIES AND RESPONSIBILITIES:
1. QUALITY ASSURANCE & PERFORMANCE MANAGEMENT: Monitor inbound and outbound calls, emails, chat, and web interactions to ensure compliance with service quality standards and brand tone. Evaluate written communications for professionalism and accuracy. Conduct internal audits of QA standards, documentation accuracy, and regulatory adherence. Track findings, provide timely feedback, and support corrective actions and coaching to ensure customer communications reflect evolving needs and expectations.
2. PROCESS & SKILLS GAP IDENTIFICATION: Identify broken workflows, communication issues, and service delays that impact the customer experience. Recommend and help implement process improvements to enhance service delivery and reduce friction. Create and deliver onboarding and ongoing training programs, develop learning tools, and track outcomes using surveys, QA results, and KPIs. Collaborate with management to update training based on observed needs.
3. WORKFORCE & SCHEDULING STRATEGY: Analyze call volume trends and season demand to recommend shift adjustments and staffing plans. Support scheduling coordination and advise on resource allocation to ensure consistent, high-quality customer coverage across all channels.
4. KPI REPORTING, SYSTEMS & BUSINESS SUPPORT: Track and report on key performance metrics including service levels, handle time, and resolutions rates. Generate dashboards and reports for leadership. Act as a liaison for CRM, workforce management tools and billing platforms. Troubleshoot issues, support testing and upgrades, and ensure adoption of system best practices. Provide leadership in QA, training, and system support, and collaborate on strategic initiatives.
5. COMMUNICATION STANDARDS & STAKEHOLDER ENGAGEMENT: Maintain and update response templates across written communication channels and align with brand standards. Coordinate with communication and administrative teams on message consistency. Represent the Service Center in strategic planning, partner with department heads on service protocols, and address high-priority customer needs.
6. PERFORMS OTHER ESSENTIAL DUTIES AS ASSIGNED.
EQUIPMENT OPERATED:
General office equipment (fax machine, copier, desk phone, scanner)
KNOWLEDGE, SKILLS AND ABILITIES:
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Knowledge of quality assurance methodologies, customer service operations, and process improvement.
- Knowledge of workforce management platforms, CRM systems, and billing technologies.
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Knowledge of communication standards, compliance frameworks, and documentation best practices.
- Ability to monitor and evaluate customer interactions for service quality and professionalism.
- Ability to create and lead training programs aligned with operational needs and learning objectives.
- Ability to identify operational inefficiencies, recommend improvements, and implement change.
- Ability to generate, interpret, and present key performance data and customer metrics.
- Ability to collaborate cross-functionally with management, IT, account teams, and administrative staff.
- Ability to lead projects, manage competing priorities, and work independently or within teams.
- Ability to communication effectively with internal stakeholders, customers, and leadership.
- Skilled in professional writing, documentation, and creating presentation materials.
- Skilled in using Microsoft Office Suite, CRM platforms, workforce scheduling software, and QA tools.
- Skilled in analytical thinking, coaching and promoting continuous improvement.
MINIMUM QUALIFICATIONS:
High school diploma or equivalent, plus
Minimum of five (5) years’ experience in customer experience, client relations, service delivery, or a related field
Minimum of three (3) years of supervisory or team leadership experience.
PREFERRED QUALIFICATIONS
Associate’s or Bachelor’s degree in business administration or a related field
SPECIAL QUALIFICATIONS
Must be AGILE. The ability to hold yourself and others Accountable, have a personal Growth mindset, ability to act with Integrity, ability to demonstrate Leadership attributes to motivate and support coworkers, and practice Everyday Improvement.
WORK CONDITIONS:
Works in a heated and cooled office environment
The above describes the general content and requirements for this job. It is not intended to be an all inclusive list of duties, responsibilities, or requirements.
