Job Description

At Uown Leasing , we believe in making ownership accessible and hassle-free. Our team is passionate about delivering top-tier customer service while creating seamless, stress-free experiences for our customers. We’re looking for a Customer Service Call Center Manager who shares our commitment to excellence and is ready to lead a high-performing team in a fast-paced, customer-focused environment.

What You’ll Do

As our Customer Service Call Center Manager , you’ll lead a team of phone and written support agents, ensuring every customer interaction is smooth, helpful, and efficient. You’ll focus on coaching, performance improvement, and operational excellence—while also driving special projects that enhance the customer experience.

• Lead & Motivate – Manage a team of phone and written support agents, setting clear expectations and driving performance.
• Coach for Success – Evaluate calls and written communications, providing direct feedback and training to improve customer interactions.
• Optimize Operations – Oversee workforce scheduling, call routing, and escalation management to maintain service level agreements (SLAs).
• Drive Special Projects – Implement initiatives that enhance efficiency, improve customer satisfaction, and streamline processes.
• Analyze & Improve – Track key performance metrics, identify trends, and execute strategies to optimize team performance.
• Enhance Customer Experience – Ensure a seamless customer journey by aligning processes with customer needs.
• Support Offshore Teams – Collaborate with offshore teams to maintain consistency in service quality and operational standards.

What We’re Looking For

• Experience: At least 3 years of call center management experience leading both phone and written customer service teams.
• Education: Bachelor’s degree strongly preferred .
• Leadership: A strong, hands-on leader who can inspire teams and drive results.
• Customer-Obsessed: A deep passion for delivering outstanding customer experiences.
• Tech-Savvy: Experience with call center software (Five 9 is currently in use), CRM systems, and performance analytics.
• Problem-Solver: A strategic thinker who can troubleshoot issues and implement effective solutions.
• Offshore Experience: Prior experience managing offshore teams is a plus.

Why Join Uown Leasing?

• A fast-growing, customer-first company where your leadership makes a real impact.
• Opportunities to take on new challenges and grow within the organization.
• A collaborative, supportive culture that values innovation and excellence.
• Competitive salary, benefits, and a chance to be part of something exciting!
• Ready to lead the way? Apply today!

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