Customer Service Manager – Call Center & Social Media

About the role

The financial institution seeks an experienced Customer Service Manager to lead its Call Center and oversee interactions across social media platforms. The role focuses on delivering reliable, measurable, and high‑quality service while driving continuous improvement.

Key responsibilities

• Manage daily Call Center workflow and supervise a team of customer service representatives.
• Oversee all social media channels used for customer interactions.
• Develop, implement, and track SOPs, SOWs, and key performance indicators (KPIs).
• Compile data, generate detailed reports, and present operational insights to senior management.
• Hire, onboard, train, and evaluate new and existing staff.
• Plan and control departmental budgets, assets, and procurement of tools and equipment.
• Coordinate special projects, external technical support, and commercial‑area activities such as quotes and collections.

Required profile

• Fully bilingual (English/Spanish) – mandatory.
• Bachelor’s degree in an administrative field (desirable).
• 6+ years of experience managing Call Center operations.
• 4+ years of experience in customer service leadership.
• Proven ability to lead teams, resolve inquiries, and improve service quality.

Required skills

• Social media platform management.

What we offer

• Opportunity to lead a high‑impact team within a major financial institution.
• Competitive compensation package.
• Professional development and training programs.