What does a customer service senior manager do?
A customer service senior manager is an individual who supervises a customer service team that provides the highest standards of customer service and ensures that customers are always satisfied. Customer service senior managers should manage the daily activities of customer service representative personnel to make sure that customer service skills are always demonstrated. They are required to present financial and customer service data analysis during the monthly management meetings for discussion and recommendations. Customer service senior managers should also collaborate with business development managers, writers, and designers to create business development programs.
Customer service senior manager responsibilities
Here are examples of responsibilities from real customer service senior manager resumes:
- Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
- Present information to upper management and key leaders in the organization via PowerPoint and teleconference services that are engaging and forward-thinking.
- Maximize QA throughput by automating all QA administrative tasks.
- Develop and manage sales/customer service agents by monitoring productivity, quality and adherence using KPI's.
Customer service senior manager skills and personality traits
We calculated that 12% of Customer Service Senior Managers are proficient in CRM, Project Management, and KPIs. They’re also known for soft skills such as Leadership skills, Management skills, and Time-management skills.
We break down the percentage of Customer Service Senior Managers that have these skills listed on their resume here:
- CRM, 12%
Implemented SAP ERP/and CRM operating system on-time and under budget while maintaining a high level of customer satisfaction.
- Project Management, 8%
Participate in project management meetings including scheduling, internal kick-off, customer kick-off, and maintenance transitions.
- KPIs, 7%
Developed KPIs and regularly reported performance metrics to senior management.
- Business Development, 6%
Directed the gathering, review and analysis of divisional information critical to business development and implementation.
- Continuous Improvement, 4%
Contributed to continuous improvement efforts by identifying and executing innovative solutions, tracking trends and surfacing systemic issues as they occurred.
- Process Improvement, 4%
Managed cross-cultural customer escalation process, leveraging data to drive product and process improvements while maintaining high level of customer satisfaction.
Common skills that a customer service senior manager uses to do their job include "crm," "project management," and "kpis." You can find details on the most important customer service senior manager responsibilities below.
Leadership skills. To carry out their duties, the most important skill for a customer service senior manager to have is leadership skills. Their role and responsibilities require that "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." Customer service senior managers often use leadership skills in their day-to-day job, as shown by this real resume: "developed leadership teams and training programs that efficiently handled customer issues and educated employees on new product deployments. "
Time-management skills. Another skill that relates to the job responsibilities of customer service senior managers is time-management skills. This skill is critical to many everyday customer service senior manager duties, as "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." This example from a resume shows how this skill is used: "reduced lead time and increased on time supply, boosting customer satisfaction 40%, by establishing key performance metrics. "
Communication skills. customer service senior manager responsibilities often require "communication skills." The duties that rely on this skill are shown by the fact that "top executives must be able to convey information clearly and persuasively." This resume example shows what customer service senior managers do with communication skills on a typical day: "facilitated interdepartmental communication to improve customer support and customer experience. "
Problem-solving skills. Another crucial skill for a customer service senior manager to carry out their responsibilities is "problem-solving skills." A big part of what customer service senior managers relies on this skill, since "top executives need to identify and resolve issues within an organization." How this skill relates to customer service senior manager duties can be seen in an example from a customer service senior manager resume snippet: "managed three departments within customer service - investigation & resolution, customer care and rcf/url. "
The three companies that hire the most customer service senior managers are:
Compare different customer service senior managers
Customer service senior manager vs. Team manager
Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise. It is their duty to make sure that the team's objectives are fully understood by all members and that they work closely to fulfill them. They must ensure that all of their members are working towards a common goal through constant monitoring. To manage the team, they may utilize certain principles, such as the SMART principle. They also train members to see to it that their goals are distinct, measurable, attainable, and timely.
These skill sets are where the common ground ends though. The responsibilities of a customer service senior manager are more likely to require skills like "crm," "business development," "sr," and "logistics." On the other hand, a job as a team manager requires skills like "patients," "taking care," "leadership," and "corrective action." As you can see, what employees do in each career varies considerably.
On average, team managers reach similar levels of education than customer service senior managers. Team managers are 1.9% less likely to earn a Master's Degree and 0.4% more likely to graduate with a Doctoral Degree.Customer service senior manager vs. Client service supervisor
A client service supervisor oversees and spearheads the efforts put into providing an efficient service to clients. They are primarily in charge of managing a company's client service team, monitoring their progress to ensure a smooth workflow and client satisfaction. Their responsibilities include setting goals and objectives, overseeing budgets and schedules, developing strategies to optimize operations, and assisting staff in complicated situations. Above all, a client service supervisor must address issues and concerns, resolving them promptly and efficiently while adhering to the company's policies and regulations.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer service senior manager responsibilities are more likely to require skills like "crm," "project management," "kpis," and "business development." Meanwhile, a client service supervisor has duties that require skills in areas such as "background checks," "cash handling," "client orders," and "pet." These differences highlight just how different the day-to-day in each role looks.
Client service supervisors earn similar levels of education than customer service senior managers in general. They're 4.2% less likely to graduate with a Master's Degree and 0.4% less likely to earn a Doctoral Degree.Customer service senior manager vs. Lead customer service representative
A lead customer service representative is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. Lead customer service representatives manage high-level customer complaints and provide immediate resolution and disputes. They implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A lead customer service representative handles escalation and evaluates team member's performance. A lead customer service representative must have excellent communication and leadership skills to supervise the team and support the business' improvement plans.
The required skills of the two careers differ considerably. For example, customer service senior managers are more likely to have skills like "crm," "project management," "kpis," and "business development." But a lead customer service representative is more likely to have skills like "cleanliness," "pricing strategy," "cash handling," and "pos."
Most lead customer service representatives achieve a lower degree level compared to customer service senior managers. For example, they're 8.7% less likely to graduate with a Master's Degree, and 0.2% less likely to earn a Doctoral Degree.Customer service senior manager vs. Account manager and customer service manager
Types of customer service senior manager
Updated January 8, 2025
