Customer Service Manager-Operational Excellence

Customer Service Manager – Operational Excellence job in Charlotte metro area( Lancaster, SC)Onsite Full time104k/yr-108k/yr The rate may be negotiable based on experience, education, geographic location, and other factors.Akkodis is seeking to fill a Customer Service Manager – Operational Excellence job in Charlotte metro area( Lancaster, SC). The successful candidate will build and lead a high-performing team that delivers exceptional customer experiences across multiple channels—phone, email, chat, and social media. This role is ideal for a strategic leader who thrives on creating structure from the ground up and driving operational excellence through process improvement and technology. You will be responsible for implementing best practices, developing KPIs, and leveraging data analytics to transform customer service into a competitive advantage.Customer Service Manager – Operational Excellence job responsibilities:• Lead and inspire the Customer Service team, managing daily operations including inquiries, complaints, orders, and returns.• Build and scale the department from the ground up, including telephony systems, CRM, and knowledge base.• Develop KPIs, dashboards, and performance scorecards to measure and improve team effectiveness.• Drive continuous improvement initiatives and implement SOPs to enhance efficiency and customer satisfaction.• Oversee training programs and cross-training to optimize workload distribution.• Implement QA/QC programs and coach team members for professional growth.• Collaborate across departments to resolve customer issues promptly and effectively.• Stay current on industry trends and integrate best practices.• Manage mailroom activities (excluding product shipments).• Ensure compliance with company policies and standards.QUALIFICATIONS: •Bachelor’s degree required.• 8+ years of customer-facing experience, with at least 5 years in a leadership role.• Proven expertise in process improvement, operational excellence, and change management.• Experience building or significantly developing a customer service department.• Strong analytical skills and ability to make data-driven decisions.• Proficiency in Microsoft Office; experience with SAP ERP and SAP CRM preferred.• Familiarity with telephony systems (e.g., Five9) and CRM platforms.• Exceptional communication, negotiation, and relationship-building skills.If you are interested in the Customer Service Manager – Operational Excellence job in Charlotte metro area( Lancaster, SC) area then please click APPY NOW. For other job opportunities available at Akkodis go to www.akkodis.com If you have questions about the position, pleases contact Marie Badger at marie.badger@akkodisgroup.com today. Referrals are greatly appreciated.Equal Opportunity Employer/Veterans/DisabledBenefit offerings could include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a clientTo read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.modis.com/en-us/candidate-privacy/The Company will consider qualified applicants with arrest and conviction records.