is customer service manager considered as a middle manager?

Answer 1

Yes.

A customer service manager will tend to be in charge of customer service representatives. CSR jobs tend to be taking phone calls, cashier, attendants, etc.

Answer 2

In a typical call center there are several jobs that an be considered customer service managers.

At the top you'll find an Operations manager (or call center manager) responsible for all departments within the call center, as well as relations with all outside contacts such as maintenance, vending, payroll, human resources, or any other company the call center works with.

The shift supervisor is the person that communicates between the operations manager and the team managers, ensuring everyone is on the same page.

Team managers spend their time on the call floor, coaching the customer service agents in a positive manner when it comes to attendance, quality, policy adherence, and following procedure.

The operations (call center) manager may be part of the (upper) management team. The shift supervisors and team managers are usually middle to low management (team lead without personnel responsibility). The setup of customer service can vary from business to business of course, mostly determined by the company size.

Answer 3

Depends on the organization that the service manager works for. With a large company probably not. But with a small company, say, an independent automotive dealership, quite possibly.