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one career with many hats a customer service manager's main responsibility is to manage a team of customer service agents which can often be difficult in today's age of remote work couple that with dealing with often irate customers and it can be a downright stressful job and that's not where the job description ends either here we'll cover the variety of duties of a customer service manager to learn how companies are using ai to alleviate some of the challenges that come with the job click the link above or in the description below the responsibilities of your customer service manager go beyond managing agents and smoothing difficulties over with customers in fact customer service managers wear many hats including developing policies and procedures these will make up the playbook that customer service agents follow to resolve customer inquiries keep in mind this will require constant review as the business evolves and customer needs change hiring staff customer service managers must find qualified candidates for their teams during the hiring process managers must assess technical competency problem solving and communication skills developing goals and reporting progress customer service managers need to determine what metrics are most important to their organizations and create goals around those progress must be reported at the individual team and department levels on a regular basis continuing to learn tools and best practices are constantly changing so managers need to read articles participate in webinars and attend conferences to keep their skills up to date what are some other responsibilities share your thoughts in the comments below and be sure to hit that like button [Music] you