Customer Care Manager

Develops, supervises, and coordinates all daily work and quality activities for the customer service center. Ensures consistent customer experience that will focus on delighting the customer at every touchpoint. Serves to build and maximize relationships with key customers (internal and external) through developing a team of customer service associates who provide best in class customer service. Institutionalizes use of scorecards and metrics to drive prioritization of investments and increased performance levels. Drives the use of continuous improvement methodologies to increase the quality of service and work process efficiencies. Develops, motivates and leads team members to build a strong work force.

Roles and Responsibilities

·         Manage the performance of all team quality ensuring consistent achievement of performance goals

·         Promote and lead the continuous quality improvement efforts for all teams

·         Ensure all associates are in compliance with customer service policies and procedures

·         Answers questions and recommends corrective services to address customer complaints

·         Monitors customer calls, emails, social media and chat to observe employee demeanor, technical accuracy, and conformity to company and client policies

·         Studies and standardizes procedures to improve efficiency of customer service calls

·         Responsible for identification, recommendation and implementation of process/procedure improvements designed to increase customer satisfaction, streamline processes and reduce costs

Qualifications and Education Requirements

·         Bachelor's degree from a four-year college or university with course work in Business or a related field

·         3-5 years equivalent work experience in a call center setting

Preferred Skills

·         Prefer a background in customer service with certifications in Customer Care or Quality

• Strong Microsoft Office skills including Word, Excel, PowerPoint, Access, and Outlook  

Physical and Environmental Requirements

• Must be able to sit at a computer or desk for extended periods of time.
• Must be able to use hands/arms to operate keyboard, telephone and for repetitive motion activities.
• Must be able to lift objects up to 25 lbs. with or without assistance.
• Must be able to communicate using speech, sight, and sound with or without assistive device.
• Must be able to stand, walk, stoop or crouch while performing daily activities of the job.