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Assistant Service Excellence Manager
(Customer Service Manager )
Experience level
Job Function
Job Industry
Min Education Level
Job Type
Job Description
A Good Opportunity for ..
- Lead monthly mystery calls across 58 branches and conduct physical inspections (SOPs, queues, grooming, SLAs).- Provide diagnostic feedback and establish remediation plans for low-scoring branches.- Conduct workshops (etiquette, de-escalation, cross-selling), new-hire onboarding, and 30-day remedial coaching.- Track customer complaints, investigate root causes, and partner with Ops to cut wait times.- Publish monthly 58-branch performance dashboards and present key Aservice trends to leadership.
Open To
Job Requirements
- Bachelor’s degree in Business, Management, or related field; CS/Trainer certifications a plus.- 5 years in CS/Service QA (banking preferred), including 2+ years supervising audits and training.
- Audit framework management, data analysis, group facilitation, and advanced MS Office (Excel/PowerPoint).
- Organized, continuous-improvement mindset, and willing to travel nationally.
What we can offer
Benefits
Highlights
Career Opportunities
Apply for this Job
How many years of experience in Customer Service Field?
Are you willing to travel nationally?
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