Top 25 Customer service manager Jobs in Toledo Oh

Contact Center Manager (Hybrid in Holland, OH)
Velocity A Managed Services Company —Holland, OH
- 3 years
- Analysis skills
- Project management
- Paid parental leave
- Paid holidays
6d
Service Manager
Cintas —Perrysburg, OH
- Full-time
- Mid-level
- High school diploma or GED
- Driver's License
- Profit sharing
- AD&D insurance
Premium Services Manager
Midwest Shooting Center —Sylvania, OH
- $50,000 - $60,000 a year
- Full-time
- Mid-level
- Dental insurance
- Vision insurance
Quick Apply
Director of Client Experience - Eastern U.S.
GPRS —Maumee, OH
- 5 years
- Conflict management
- Organizational skills
- Paid holidays
- Disability insurance
Quick Apply
Call Center Supervisor (1st Party Collections)
AllianceOne Inc. —Maumee, OH
- $19 an hour
- Email
- Remote
- Mid-level
- High school diploma or GED
- In-person
- Health savings account
- Health insurance
Lead Customer Service Representative/Lead Bank Teller
GenoaBank —Toledo, OH
- Mid-level
- Office
- High school diploma or GED
- Profit sharing
- Employee stock purchase plan
Quick Apply
11d
Service Supervisor
Cintas —Perrysburg, OH
- Full-time
- Mid-level
- High school diploma or GED
- Driver's License
- Profit sharing
- AD&D insurance
Customer Experience Supervisor I - Shops@fallen Timbers
JCPenney —Maumee, OH
- $19.00 - $23.75 an hour
- Mid-level
- Continuous improvement
- Mentoring
- Paid holidays
- Health insurance
Consumer Client Service Manager
First Merchants Bank —Monroe, MI
- Mid-level
- Office
- High school diploma or GED
- Paid parental leave
- Paid holidays
Quick Apply
Branch Operations Supervisor - Commercial Insurance
Insurance Office of America, Inc. —Toledo, OH
- $60,000 - $80,000 a year
- Full-time
- Microsoft Outlook
- Mid-level
- 3 years
- Paid holidays
- Health insurance
Quick Apply
Client Service Manager - Commercial Insurance
Hylant —Toledo, OH
- Full-time
- Hybrid work
- Microsoft Outlook
- Mid-level
- 3 years
7d
Client Services Manager - IDD
MONROE COMMUNITY MENTAL HEALTH AUTHORITY —Monroe, MI
- $26.35 - $39.84 an hour
- Full-time
- LPC
- Mid-level
- Bachelor's degree
- Disability insurance
- Health insurance
Quick Apply
22h
Practice Leader-Private Client/Personal Lines
Kapnick Insurance Group —Maumee, OH
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Senior level
Retail Customer Service Supervisor ()
TJ Maxx —Holland, OH
- $13.00 - $13.50 an hour
- Weekends as needed
- Merchandising
- Employment & labor law
- Mid-level
- Paid parental leave
- Health savings account
Child & Family Client Services Manager
MONROE COMMUNITY MENTAL HEALTH AUTHORITY —Monroe, MI
- $26.35 - $39.84 an hour
- Full-time
- LMFT
- Experience working with individuals with developmental disabilities
- Bachelor of Science
- Disability insurance
- Health insurance
Quick Apply
11d
Lead Customer Service Representative
Circle K —Toledo, OH
- $12.50 - $13.00 an hour
- Weekends as needed
- Ability to walk for extended periods
- High school diploma or GED
- Food service experience
- Paid training
- Health savings account
8d
Customer Experience Front End Retail Leader
TJ Maxx —Monroe, MI
- $15.00 - $15.50 an hour
- Weekends as needed
- Merchandising
- Employment & labor law
- Mid-level
- Paid parental leave
- Health savings account
4d

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Contact Center Manager (Hybrid in Holland, OH)

Velocity A Managed Services Company -
Holland, OH

Apply Now

Job Details

6 days ago

Benefits

Paid parental leave
Paid holidays
Disability insurance
Health insurance
Dental insurance
Paid time off
Parental leave
Vision insurance
401(k) matching
Life insurance
Paid sick time

Qualifications

Staff supervision
Team supervision
Managing teams in a customer support role
Frontline customer support management
Business operations
Call center management

Full Job Description

General Summary

Velocity is seeking an experienced and results-driven Contact Center Manager to lead the daily operations of the Enterprise Solutions Contact Center. This role is responsible for delivering exceptional customer experiences while driving operational excellence across all customer support channels. The Contact Center Manager provides strategic leadership to frontline supervisors and customer service teams, ensuring service levels, quality standards, and business objectives are consistently achieved.

The ideal candidate is a customer-focused leader who thrives in a fast-paced environment and possesses a passion for developing people, optimizing processes, and leveraging data to drive continuous improvement. This individual will foster a culture of accountability, collaboration, innovation, and service excellence while balancing the needs of customers, employees, and the business.

Success in this role requires strong operational leadership, effective communication, sound business judgment, and the ability to inspire high-performing teams while adapting to changing business priorities and customer demands.

Primary Duties and Responsibilities

Lead the day-to-day operations of the Enterprise Solutions Contact Center, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
Provide leadership, coaching, mentoring, and performance management for supervisors, team leads, and customer service representatives.
Foster a positive, inclusive, and high-performing culture focused on accountability, employee engagement, continuous improvement, and customer success.
Own the operational health of the Contact Center by monitoring, analyzing, and communicating performance metrics, including but not limited to:
- Average Speed to Answer (ASA)
- Service Level
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Quality Assurance Scores
- Ticket Aging
- Schedule Adherence
- Occupancy
- Agent Productivity
- Absenteeism and Turnover
- Supervisor Coaching Completion
Develop and execute action plans to improve customer satisfaction, operational efficiency, quality, and employee performance.
Partner with Workforce Management to forecast staffing requirements, optimize scheduling, and ensure appropriate coverage based on business demand.
Develop capacity plans and operational readiness strategies to support seasonal demand, customer growth, new client onboarding, and business initiatives.
Conduct regular one-on-one meetings, coaching sessions, performance evaluations, and career development planning for leaders and staff.
Build leadership bench strength through succession planning, mentoring, and ongoing talent development.
Serve as the primary escalation point for complex customer issues and ensure timely resolution while maintaining a high level of customer satisfaction.
Collaborate with Operations, Engineering, Project Management, Customer Success, Quality Assurance, Workforce Management, and Training teams to improve processes and customer outcomes.
Identify opportunities to streamline workflows through automation, process optimization, knowledge management, and technology enhancements.
Ensure compliance with company policies, customer contractual obligations, security standards, and applicable regulatory requirements.
Prepare, analyze, and present operational reports, business reviews, forecasts, and executive performance updates.
Develop and manage departmental budgets while maintaining financial accountability and identifying opportunities for cost optimization.
Lead operational readiness for new customer implementations, organizational changes, and major service initiatives.
Champion employee engagement initiatives that promote retention, recognition, professional development, and overall team success.
Perform other duties as assigned.

Qualifications, Education and Experience

Bachelor's degree in Business Administration, Management, Communications, or a related field preferred.
Minimum of five (5) years of progressive Contact Center experience.
Minimum of three (3) years of leadership experience managing supervisors, team leads, or customer service teams.
Demonstrated success leading operations within a high-volume, multi-channel Contact Center.

Knowledge, Skills and Abilities

Exceptional leadership, coaching, and talent development skills.
Strong customer-first mindset with a passion for delivering outstanding service experiences.
Excellent verbal, written, presentation, and interpersonal communication skills.
Strong analytical and critical thinking abilities with exceptional attention to detail.
Ability to interpret operational data and translate insights into measurable business improvements.
Strong business acumen with the ability to balance customer satisfaction, employee engagement, and operational efficiency.
Demonstrated ability to manage multiple priorities in a fast-paced, changing environment.
Strong organizational, planning, and project management skills.
Ability to influence cross-functional teams and build collaborative working relationships.
Comfortable making sound decisions under pressure while maintaining professionalism and composure.
Self-motivated with the ability to work independently while effectively leading diverse teams.
Proficient in Microsoft Office applications and able to quickly learn new technologies and business systems.
High level of integrity, accountability, and professionalism.
Commitment to fostering an inclusive workplace where employees are empowered to succeed.
Strong knowledge of Contact Center operations, workforce management principles, quality assurance, and customer experience best practices.

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

Customer-obsessed
One team
Do the right thing
Let’s go!

Our Benefits

Medical, Dental, Vision
PTO & Paid Holidays
Paid Sick Time
401K – with Employer Match
Paid Parental Leave
Company provided Life Insurance, Short/Long-Term Disability
Supplemental Benefits Available

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.

Apply Now

Refine Your Search

customer service manager jobs in toledo oh

Contact Center Manager (Hybrid in Holland, OH)

Service Manager

Premium Services Manager

Director of Client Experience - Eastern U.S.

Call Center Supervisor (1st Party Collections)

Lead Customer Service Representative/Lead Bank Teller

Service Supervisor

Customer Experience Supervisor I - Shops@fallen Timbers

Consumer Client Service Manager

Branch Operations Supervisor - Commercial Insurance

Client Service Manager - Commercial Insurance

Client Services Manager - IDD

Practice Leader-Private Client/Personal Lines

Retail Customer Service Supervisor ()

Child & Family Client Services Manager

Lead Customer Service Representative

Customer Experience Front End Retail Leader

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