Customer Care Manager

Position Responsibilities may include, but not limited to

• Monitor Call Center productivity to ensure successful attainment of department goals and objectives
• Monitor individual and team dynamics and identifies both positive and negative performance trends
• Determine work procedures and lead process improvement initiatives within the Customer Care Department
• Study and standardize procedures to improve efficiency
• Manage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the department
• Participate in the hiring, coaching, and termination of employees, with assistance from Human Resources
• Effectively facilitate team meetings and is responsible for communication strategy to the Contact Center
• Assist with external clients to handle higher level concerns
• Responsible for 125-175 hourly employees and 6-9 supervisors

Required Skills and Experience

• Bachelor’s Degree or equivalent education and experience
• 5+ years of call center leadership experience
• Proficient in Microsoft Office Suite, with focus on Word, Excel and Outlook
• Excellent verbal, telephone, and written communication skills
• Ability to multi-task and handle numerous assignments simultaneously
• Strong leadership skills and the ability to take initiative
• Ability to work well in a team environment
• Effective training and meeting skills
• Professional, positive, and enthusiastic attitude
• Proven performance management, coaching, and counseling skills
• Strong attention to detail and analytical skills

Physical requirements

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.