Manager, Customer Care

The Manager, Customer Care leads direct reports (Supervisors, Leads, and/or associates) to create a positive impact on customer experience. Maximize sales growth and profitability by managing all aspects of Customer Care performance, operations, service levels and development of supervisors and associates. Analyze performance needs and direct the appropriate action to ensure team accountability for a culture with strong performance and results. Understand the needs of the customers that translates into a caring culture with first-contact resolution that will build brand loyalty.

A Day in the life of a Manager, Customer Care...

• Effectively lead the Customer Care Supervisor, Lead and or associate teams to achieve Customer Care goals

• Create and maintain a working environment that inspires and encourages the growth and engagement of associates

• Manage all aspects of performance, development and coaching and corrective action of direct reports to encourage professional growth

• Plan and facilitate consistent routines to communicate pertinent company, operational, system, product, Human Resources and/or departmental issues on a timely basis, and take action on feedback or information received

• Understand how to foster an environment of collaboration and best-practice sharing among associates

• Maintain a supportive, positive presence with supervisors and associates and ensure contact center supervisors and team leads are accessible

• Coach contact center supervisors and team leads on compliance and adherence to consistent company processes

• Partner with the workforce team to manage staffing using the schedule, attendance log, and phone system to ensure quality customer interactions and to achieve service goals.

• Partner and collaborate with all Customer Care Leadership including Operations, QA, and Training to promote process adoption, support positive change management and ensure a consistently positive customer experience

• Develop, implement, and monitor KPIs for monitoring associate and operational productivity and performance; analyze performance data and recommend strategic changes that will drive improvement in Contact Center performance

• Manage departmental expenses against the budgeted plan using reforecast and best practice strategies for maintaining or exceeding service goals

• Create and manage special business programs i.e. New Hire Onboarding, Leadership Development Programs, etc, as needed based on leadership assignment in order to reach performance metrics, manage retention and promote efficiency and effectiveness

• Ability to drive increased revenue through upselling, cross selling, CBCC, etc.

What you’ll bring to the table…

• Ability to coach and develop supervisors and associates by providing timely feedback and direction

• Excellent problem solving skills and can-do attitude

• Excellent reading and written language skills (English), good math skills

• Excellent knowledge of Contact Center operation, technologies and key performance indicators

• Ability to make sound decisions quickly in a fluid environment

• Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment

• Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people

• Excellent data entry, typing and computer skills.

• Thorough working knowledge of email, internet browsers, and Google platform.

• Ability to empathize with customers

We’d love to hear from you if you have…

• 7+ years experience in customer service or call center environment (direct to consumer or ecommerce organization preferred)

• 5+ years experience in a leadership role, or equivalent

• BA in a related field