Service Excellence Manager
VirtualVocationsCleveland, Ohio, United Statesjob_description.job_card.variable_hours_ago
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- serp_jobs.job_card.full_time
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A company is looking for a Service Excellence Manager - Commercial Customer Care.
Key Responsibilities
Lead and develop teams in Training, Workforce Management, Quality Assurance, and Process Engineering
Oversee workforce management, including forecasting, scheduling, and performance monitoring
Drive process improvements and maintain service quality standards across customer interactions
Required Qualifications
5+ years in customer service or operations, with 2+ years in a management role
Proven experience in workforce planning, training delivery, and process improvement
Strong data analysis and performance metric reporting skills
Experience with WFM platforms and contact center systems
Familiarity with document control principles and structured problem-solving approaches
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Manager Service Excellence • Cleveland, Ohio, United States
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