Being number one means WM invests in our Sales teams' success by providing access to state-of-the-art systems and processes, industry-leading services and the best leadership in the business. Our exceptional sales professionals help deliver satisfaction to our clients throughout North America. If you are passionate about helping others and seeking challenging and interesting employment, apply today!
I. Job Summary
The Customer Service Manager leads day-to-day contact center operations and frontline leadership to deliver exceptional and consistent customer experience. This role owns service quality and customer satisfaction outcomes, drives operational efficiency and service-level performance, and builds an engaged, high-performing team through intentional coaching, development, and accountability. The Manager partners cross-functionally to execute process and technology changes, strengthen channel adoption and self-service, and ensure employee engagement actions are implemented and communicated.
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
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 (emails/tasks) 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 (new workflows, tools, and operating model updates) by preparing teams, communicating expectations, and monitoring adoption.
Strengthen cross-functional alignment with internal partners (e.g., Sales, Operations, Fulfillment/CSS, Quality, WFM/RM) 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.
III. Supervisory
Directly leads and develops customer service leaders and/or frontline teams (e.g., supervisors, team leads, and agents, based on site structure) through hiring, onboarding, coaching, and performance management.
Sets clear performance expectations aligned to contact center goals; reviews results regularly using scorecards and coaching documentation; recognizes performance and addresses gaps with timely action plans.
Ensures consistent coaching and development cadence, including quality alignment/calibration participation, readiness reinforcement, and follow-through on corrective actions.
Promotes an inclusive, people-first culture by driving engagement routines, recognition, and VOE action planning with transparent close-the-loop communication.
Supports workforce planning disciplines by partnering with WFM/RM and ensuring leaders plan meetings, coaching, training, and time off to protect forecasting accuracy and service levels.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Education: 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.
Experience: Five years of relevant work experience with at least two years of supervisory or management experience in customer service (in addition to education requirement).
B. Certificates, Licenses, Registrations or Other Requirements
None required.
C. Other Knowledge, Skills or Abilities Required
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.
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Normal setting for this job is: office setting / Hybrid Schedule.
Pay: The expected pay range for this on-site position across the U.S is $85K- 95,000K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.
Benefits
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click "Apply."
Equal Opportunity Employer: Minority/Female/Disability/Veteran
