Job Description

Location: Onsite- West of Pittsburgh, PA (will go hybrid after 90 days)

Job Type: Direct Hire / Permanent

Work Authorization: U.S. Citizen or Green Card.

The A.C. Coy Company is currently hiring for a Call Center/Service Desk Manager. The primary role will lead and execute on the strategy and management of the call center/service desk operations.

Responsibilities

• Strategic Leadership

  • Develop and implement the overall service and support strategy, ensuring alignment with the organization’s business goals.
  • Lead and mentor a team of service and support managers to ensure the successful delivery of services.
  • Drive innovation and continuous improvement in service delivery processes and technologies.
  • Act as the senior escalation point for critical issues, ensuring smooth operations with effective communication.

  Service Delivery Management

  • Oversee the operational efficiency and effectiveness of service and support functions, ensuring timely, high-quality service.
  • Implement and manage service level agreements (SLAs) and key performance indicators (KPIs) to meet customer expectations.
  • Ensure that all service-related incidents are managed within agreed timescales and escalated appropriately.
  • Monthly and Quarterly business review for key brands to be prepared, shared in advance and presented as specified.
  • Ensure consistent, high-quality service delivery, eliminating repeat incidents and improving the overall customer experience.

  Customer Satisfaction

  • Monitor customer feedback and satisfaction levels, identifying areas for improvement.
  • Act as a senior point of contact for escalations and critical issues, working directly with key customers to resolve concerns.
  • Foster strong relationships with clients, understanding their needs and ensuring service excellence.

  Team Management

  • Recruit, train, and develop with mentoring a high-performing service and support team, promoting a culture of accountability and customer focus
  • Conduct regular performance reviews and provide feedback, fostering professional development within the team.
  • Collaborate with HR on workforce planning to ensure adequate staffing levels and competencies.

  Process Improvement & Innovation

  • Lead initiatives to optimize service delivery, driving change initiatives, suggesting new ideas, and leveraging industry best practices.
  • Identify opportunities for automation and the implementation of new technologies to improve service efficiency.
  • Oversee the development and integration of systems and tools to enhance the support experience.

  Financial Management

  • Manage the budget for service delivery operations, ensuring cost-efficiency without compromising service quality.
  • Provide regular financial reports and forecasts to senior management.
  • Identify cost-saving opportunities through process improvements, outsourcing, or technology investments.

  Risk & Compliance Management

  • Ensure service operations adhere to regulatory and compliance requirements, including data security and privacy.
  • Develop and implement risk mitigation strategies to manage potential service disruptions.
  • Maintain disaster recovery plans and procedures to ensure business continuity.

  Stakeholder Engagement

  • Collaborate with cross-functional teams, including sales, marketing, IT, and new product development, to align service offerings with customer needs.
  • Regularly liaise with senior stakeholders and senior management to communicate progress, challenges, and opportunities for continuous improvement.
  • Represent the organization at industry conferences, building relationships and keeping abreast of trends in service delivery.

Qualifications

Education: Bachelor’s or Master’s degree in Business Administration, IT, or a related field.

Qualifications:

• 7-10 years of experience in service delivery, call center, or customer support roles, with at least 4-5 years of experience within a leadership role
• Proven experience managing large teams and multi-tiered service delivery functions
• Strong understanding of service management frameworks (e.g., ITIL, ISO)
• Excellent communication, negotiation, and leadership skills
• Ability to analyze complex problems and implement effective solutions
• Experience with budget management and financial forecasting