SUMMARY
The Customer Care Manager is responsible for leading a supervisory team in all day to day contact center functions, including employee development, employee relations, and goal achievement. This individual will be responsible for developing and/or utilizing supplied departmental analytics and data reporting to achieve corporate and departmental objectives. The position is responsible for ensuring departmental goals are met within all areas of the Customer Care Contact Center. The Customer Care Manager is a role model and leader focused on exceptional customer service, creating and implementing solutions, driving efficiencies, team development, and making informed decisions in order to achieve maximum results by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Train, coach/mentor, and manage all Customer Care Supervisors in regard to goals and benchmark setting, employee development, communication, and leadership growth.
- Create solutions that positively impact the service, efficiency, and productivity within the department, focused on the central theme of Customer Care.
- Utilize call center reporting, trending, and on-going analysis in supporting the contact center goals and benchmark expectations.
- Manage all Customer Care activities and staff competencies to optimize and sustain performance, profitability, cost controls, and customer satisfaction.
- Assist and manage employee hiring, disciplinary action, and terminations as necessary in cooperation with Human Resources and the Upper Manager.
- Ensure standards of quality are maintained; set targets for employee performance and monitor progress.
- Perform any reasonable work requested that falls within the qualification but not specifically described as determined by the Director of Contact Centers, VP of Sales and Service, and Company Executives.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 4-5 years of progressive management experience in a customer service contact center environment required. Bachelorâs Degree preferred.
- Ability to utilize contact center analytics and metrics driven reporting to monitor adherence to policies as well as performance.
- Ability to follow through on job tasks. Possess strong leadership, communication (both verbal and written), time management, customer service skills, and the ability to communicate information with others clearly and concisely.
- Ability to work in a fast paced, dynamic environment within both the department as well as cross-functional teams.
- Ability to motivate, drive, and inspire performance across a diverse workforce.
- Ability to read and interpret documents such as product technical documentation, operating and maintenance instructions, procedure manuals, and internal systems reporting. Experience with supporting iOS and Android based apps a plus.
- Ability to write various reports and correspondence. Ability to communicate effectively in a variety of mediums.
- Ability to foster and develop effective cross functional relationships with business partners and vendors.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
We offer a benefits package including medical, dental, accident insurance, disability insurance, paid vacation and holidays, tuition reimbursement, discounts on Orthodontic treatment for you and your family and friends.
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