Job Description
Job DescriptionPosition Overview
We are seeking an experienced Call Center Manager to lead and elevate our customer service operations across North America and Canada. This role is ideal for a hands on leader who thrives in fast paced environments, is passionate about developing people, and excels at driving operational performance through data, process improvement, and cross functional collaboration. Travel: Up to 40% monthly - between Texas and California
Key Responsibilities:
• Mentor and develop supervisors and Customer Service Representatives through coaching, performance management, and career development planning
• Build a high performance culture grounded in accountability, engagement, and continuous growth
Drive Operational Excellence
• Oversee day to day customer service operations supporting B2B and/or B2C customers across North America and Canada
• Ensure consistent service delivery, escalation management, and adherence to established service standards
• Establish, track, and report on key performance indicators (KPIs) and service metrics
• Deliver actionable insights and performance updates to senior leadership
Improve Continuously
• Identify root causes of service issues and implement corrective actions
• Develop, maintain, and enhance Standard Operating Procedures (SOPs)
• Lead cross functional initiatives with Sales, Supply Chain, Finance, and Operations to improve customer outcomes
Champion Technology
• Drive adoption and optimization of Salesforce CRM, order management systems, and internal/external websites
• Streamline workflows and reduce service friction through technology and process improvements
Travel & Collaborate
• Travel up to 40% monthly to support alignment across sites and collaborate with internal teams, customers, and stakeholders
Qualifications:
• 5+ years of hands on experience managing and leading a customer service or call center team of 15+ employees
• Proven track record of setting, reporting, and managing KPIs and performance metrics
• Strong experience developing SOPs and driving a culture of continuous improvement
• Experience managing B2B and/or B2C customer relationships
• Solid understanding of supply chain processes and order management systems
• Proficiency in Salesforce CRM and Microsoft Office Suite (Excel, Word, Outlook)
• Strong data analysis, reporting, and problem solving skills
• High School Diploma or equivalent (minimum requirement)
Work Environment:
• This is an on site role, requiring presence in the office 4–5 days per week
• Regular travel required to support multi site operations and stakeholder alignment
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRi…
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_…
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Partici…
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
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Company DescriptionThis company offers growth and a great group of people to work with.
Company Description
This company offers growth and a great group of people to work with.