Note: The job is a remote job and is open to candidates in USA. The National Safety Council is America’s leading nonprofit safety advocate, focusing on eliminating preventable injuries and deaths. They are seeking a Manager, Customer Service to lead operations of a remote contact center, ensuring a world-class customer experience and driving service excellence through data-driven decision-making and effective team leadership.
Responsibilities
- Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service)
- Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards
- Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores
- Forecast demand and partner with workforce management to ensure optimal staffing across channels
- Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction
- Champion a customer-first culture focused on empathy, responsiveness, and resolution
- Design and implement programs to achieve world-class service benchmarks
- Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives
- Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer journey
- Serve as the primary Five9 subject matter expert (SME) for the contact center
- Maintain Five9 functionality including: IVR design and optimization, Call routing strategies (skills-based routing, prioritization, overflow logic), Campaign management (inbound/outbound/blended), Agent desktop configuration and workflows, Digital channel integrations (chat, messaging, email)
- Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends
- Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime
- Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing)
- Lead system enhancements, testing, and releases in partnership with IT and business stakeholders
- Train and mentor supervisors and agents on Five9 tools and best practices
- Lead, coach, and develop a team of supervisors, team leads, and frontline agents
- Establish clear performance expectations and accountability for results
- Conduct regular coaching, performance reviews, and career development planning
- Foster a high-engagement, inclusive team culture focused on collaboration and excellence
- Drive hiring, onboarding, and retention strategies to build a strong talent pipeline
- Analyze operational data to identify trends, inefficiencies, and opportunities for optimization
- Implement process improvements to enhance productivity, quality, and customer outcomes
- Support quality assurance programs, including calibration and performance feedback loops
- Develop and maintain SOPs, knowledge base content, and training materials
- Lead or participate in cross-functional projects and initiatives
Skills
- Bachelor's degree in Business, Communications or a related field, or equivalent work experience
- 5+ years of experience in contact center or customer service operations
- 2+ years of direct people management experience within a fully remote contact center environment
- Demonstrated success leading, coaching, and developing remote teams, including performance management and engagement in a virtual setting
- Strong experience managing omnichannel support environments
- Hands-on experience with Five9 platform administration and configuration
- Proven track record of improving customer experience metrics (CSAT, NPS, FCR)
- Strong analytical skills with the ability to interpret data and drive actionable insights
- Excellent leadership, communication, and stakeholder management skills
- Five9 certifications or advanced platform expertise
- Experience with WFM tools, CRM systems (e.g., Salesforce), and QA platforms
- Background in process improvement methodologies (Lean, Six Sigma)
- Experience scaling contact center operations or leading transformation initiatives
Benefits
- At least 20 PTO days accrued 1st year and 11 paid holidays
- Flexible work arrangements
- Comprehensive medical, dental, vision, and life insurance plans
- Flex spending accounts for medical and dependent care
- 403(b) & Roth 403(b) with employer match up to 6%
- Reimbursable training
- Dress for your day
Company Overview