Manager, Customer Service II

TL;DR

Manager, Customer Service II (Customer Service/Operations): Managing large frontline teams and salaried managers to improve operational efficiency and customer experience with an accent on people leadership and workforce planning. Focus on driving change management, optimizing contact center performance, and developing leadership bench strength.

Location: Richardson, TX

Company

hirify.global is a leading online retailer of pet food and supplies focused on providing a customer-first experience.

What you will do

• Manage a team of 45-85 frontline agents and 3-5 salaried Team Managers.
• Drive workforce planning activities, including real-time queue management, staffing, and overtime/VTO coordination.
• Lead talent reviews and develop leadership bench strength through coaching, feedback, and development plans.
• Execute strategic planning and drive change management and UAT for operational initiatives.
• Own B2B communications regarding escalations with clinic partners, legal, compliance, and merchandising stakeholders.
• Facilitate call listening sessions to track and improve the healthcare customer journey.

Requirements

• 5+ years of multi-channel contact center management experience or equivalent.
• BS/BA degree or equivalent industry experience.
• Proficiency in MS Office suite, with Excel being a must.
• Must be based in Richardson, TX.
• Flexibility with scheduling to include evenings, weekends, and some holidays.
• Outstanding oral and written communication and presentation skills.

Culture & Benefits

• Inclusive work environment as an equal opportunity employer.
• Opportunity to work with a goal-oriented, dynamic leadership team.
• Collaborative environment with key stakeholders across Product, BI, and Merchandising.
• Focus on professional development and building leadership career paths.