Customer Service Manager

2 weeks ago


Chicago, Illinois, United States The Chicago Lighthouse Full time
Job Overview

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is seeking a highly motivated and experienced Customer Service Manager to lead our Call Center Operations team. This role will be responsible for ensuring that we deliver an outstanding customer experience in every interaction.

About the Role

This position reports directly to the Operations Leadership Team and will play a key role in supporting the team to achieve our goals. The ideal candidate will have excellent communication skills, the ability to multitask in a fast-paced environment, and a proven track record of delivering exceptional customer service.

As a Team Lead, you will be responsible for coaching and developing your team members to ensure they have the skills and knowledge needed to excel in their roles. You will also be responsible for monitoring call center agent performance, providing feedback and coaching, and identifying opportunities for improvement.

Key Responsibilities
  • Maintain up-to-date knowledge of internal policies and procedures, as well as client requirements
  • Support onsite and remote agent workforce
  • Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service
  • Conduct regular review of all call center agent performance and organize training sessions for under performers


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