Job Title: Customer Service Manager Location : Remote (Global) Work Schedule : Monday to Friday, 9:00 AM - 5:00 PM (EST) Salary Range : up to 2500 USD Position Overview : The Customer Service Manager will oversee and enhance customer service operations by developing team workflows, managing analytics, and fostering continuous improvement through training and collaboration. This role requires strong organizational and leadership skills, alongside a proactive approach to optimizing customer service processes. Key Responsibilities : Scheduling & Resource Planning : Develop a Customer Service Representative (CSR) schedule aligned with staffing needs. Process Development : Create call scripts and SOPs for handling reservations, changes, cancellations, quote calls, and more. Analytics Management : Monitor and manage analytics for email and phone systems; provide training to team members for general understanding and establish regular team meetings for review. Workflow Optimization : Review and update email workflows, follow-up processes, tags, rules, templates, SLA guidelines, and related operational elements. Training & Onboarding : Develop and implement a #J-18808-Ljbffr