Customer Service Manager

Customer Service Manager leading contact center operations to enhance customer experience at Waste Management. Managing a high-performing team through training, coaching, and strategic alignment.

Posted 5/6/2026full-timeWindsor • Connecticut • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

Lead day-to-day contact center operations and frontline leadership to deliver exceptional and consistent customer experience.
Own customer experience outcomes by monitoring quality performance (e.g., QOS/QA trends, PCS feedback, repeat contact drivers) and ensuring timely corrective actions, service recovery, and follow-through.
Drive operational efficiency by managing staffing strategies, schedule discipline, and intraday performance to protect service levels for voice, chat, and back-office work and reduce avoidable service defects and rework.
Use performance data and dashboards (e.g., scorecards/Power BI and operational reporting) to identify trends, assess root cause, and lead action plans that improve quality, productivity, and customer outcomes.
Lead and sustain a structured coaching system (1:1s, calibrations, and documented follow-up) that reinforces work standards, strengthens capability, and produces measurable performance improvement.
Partner with Learning & Development and Quality to assess training effectiveness, address performance gaps, and support readiness through onboarding, reinforcement, and ongoing skill development.
Execute and reinforce process and technology changes by preparing teams, communicating expectations, and monitoring adoption.
Strengthen cross-functional alignment with internal partners to address recurring customer issues, improve handoffs, and enable right-channeling and self-service.
Lead engagement and Voice of the Employee (VOE) actions by translating feedback into documented action plans, communicating progress, and reinforcing recognition and inclusion practices.

Requirements

What you’ll need

Bachelor's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience.
Five years of relevant work experience with at least two years of supervisory or management experience in customer service.
Call center or customer service experience and supervisory/management skills required.
Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results.
Excellent skills in organization, analytical, prioritization, time management and handling multiple tasks and priorities.
Excellent oral and written communications skills.
Self-starter who possesses the ability to work cooperatively with a team of customer service providers and other members of the management team.
Experienced and skilled at effectively providing and receiving constructive feedback.
Effective facilitative leadership skills and experience leading focused teams.
Very good understanding of business processes, tools and techniques required to develop an engaged customer and employee environment.

Benefits

Comp & perks

Medical
Dental
Vision
Life Insurance
Short Term Disability
Stock Purchase Plan
Company match on 401K
Paid Vacation
Holidays
Personal Days

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experience managementperformance monitoringoperational efficiencydata analysiscoachingtraining effectivenessprocess improvementstrategic planningcustomer satisfaction driverssupervisory skills

Soft Skills

leadershipcommunicationorganizationanalytical skillstime managementteam collaborationconstructive feedbackfacilitative leadershipprioritizationmulti-tasking

Certifications

Bachelor's DegreeHigh School DiplomaGED