Manager Customer Care

Job Summary

Reporting to the respective department director, this position performs the administrative, facilitative coaching and development duties necessary to lead and maintain a high performing inbound & outbound B2B Customer Care team that is motivated to achieve the business goals of the division, call center and the Company. Continually identifies opportunities for process improvement, revenue generation, revenue protection, first contact resolution, and customer retention. Coaches and develops supervisors to achieve positive and sustained customer satisfaction. Leads a team of customer care supervisors to achieve call center initiatives. Plans for and implements a program of continued development resulting in enhanced communication and coaching skills for team members and self. 

Responsibilities

• Focuses daily on driving an improved customer and employee experience by monitoring and maintaining department service level goals and employee feedback mechanisms.
• Drives an “owner’s mindset” culture by promoting “one contact resolution” and error free processing of customers’ requests from the initial contact to resolution resulting in achievement of departmental NPS & OSAT goals.
• Meets goals of reducing truck rolls and transfers by monitoring related KPI’s, motivating Technical Support Reps, establishing goals/incentives and offering instruction in company preferred troubleshooting techniques. 
• Supports B2B Care Service to Sales initiatives to promote enhanced customer experience and achieve revenue goals.
• Leverages above average analytical skills to uncover trends impacting business results and applying root cause analysis to drive resolutions through system and procedural updates facilitated by interdepartmental networking, task force engagement and recommending policy changes with the input of the department Director. 
• Ensures a quality support staff by effectively interviewing, hiring, coaching, delegating, disciplining, evaluating and training the internal Supervisors. 
• Ensures high quality performance of external agent providers by closely monitoring relevant KPI’s and offering continuous feedback for areas of focused improvement and deploying all available Company resources to support their success.
• Provides feedback to employees by monitoring & analyzing Quality Assurance (QA) and statistical reports and driving accountability. 
• Presents strong analytical and organizational skills.
• Demonstrates a high degree of leadership, high personal standards, and professional ethics. 
• Practices consultative interpersonal techniques and an adaptive style with others.

Qualifications

• Bachelor’s Degree or Master’s degree preferred with a focus in either Business Administration, Communications, or Organizational Leadership a plus.
• 5-7 years’ experience in a managerial role in a fast-paced telecommunications call center environment or complimentary field 
• Big picture thinking, but also detailed oriented, with follow-through skills and the ability to execute on a vision. 
• Excellent regulatory, technical, and problem- solving skills 
• Transformative communication, relationship and team building skills 
• Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
• Very strong organizational skills necessary to manage and multi-task various activities while meeting critical timelines. 
• Works well under pressure to meeting ongoing and overlapping deadlines with short time constraints 
•  Working knowledge of Microsoft Office products, with proficiency in Excel and Word, database and operating systems is required. 
• Proven ability to present business scorecard and programs to leadership and gain support and sponsorship for key initiatives 
• Demonstrates the ability to interface across multiple disciplines within one organization and effectively communicate information, build partnerships, demonstrate the “one team” approach, while achieving timely results.  
• Ability to derive meaningful insights from multiple data sources in order to action plan against opportunity areas.
• Proven track record implementing standardized performance management strategies to drive performance across multiple teams.
•  Some travel required.