contact center manager

TELUS Digital

<div>Description 
 
Position Overview: 
 
The Operations Manager (OM) will be responsible for overseeing the day-to-day operations of the team to ensure quality response, consistent follow-up and communication, appropriate problem solving and escalation, development of support procedures, adequate staffing levels for inbound coverage, and timely resolution of requests to exceed or meet established client metrics and Service Level Agreements (SLAs). The OM will also build and manage the customer support team through an aggressive ramp and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff. 
 
Distinguishing Characteristics: 
 
A successful Operations Manager demonstrates an exceptional balance of strategic vision and tactical execution, combining emotional intelligence with business acumen. They excel at leading through complexity, making decisive decisions while maintaining empathy and building trust across all organizational levels. Their leadership style is marked by calm resilience under pressure, enabling them to navigate change while keeping teams focused and motivated. What sets them apart is their ability to simultaneously drive results and develop people &ndash; maintaining high performance standards while creating an environment of growth and support. They demonstrate masterful situational awareness, knowing when to provide structure and when to allow flexibility, all while ensuring business objectives are met through data-informed decision-making and collaborative problem-solving. Their success stems from a unique combination of operational excellence and people-centric leadership, allowing them to transform strategic vision into tangible results while building high-performing, engaged teams. 
 
Specific Responsibilities May Include:<ul><li> 
Achievement of intraday, daily, weekly and monthly SLA targets</li><li> 
Attend, manage or organize disciplinary procedures as required</li><li> 
Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service</li><li> 
Partner with HR to ensure all performance / behavioral issues and employee separations are completed timely, thoroughly and accurately</li><li> 
Contribute at varying levels of involvement in operational projects and initiatives</li><li> 
Manage day to day operations and ensure that all daily and periodic activities are completed as planned</li><li> 
Manage the delivery of contractual metrics and service levels in order to satisfy client needs and meet revenue targets</li><li> 
Motivate and develop Team Leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention</li><li> 
Leverage Training organization to ensure expectations are aligned</li><li> 
Partner with Workforce Management to support SLAs</li><li> 
Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction</li><li> 
Provide leadership, direction, develop and maintain team morale</li><li> 
Available 24 x 7 for escalations or other issues requiring immediate attention</li></ul> 
 
Required Experience, Skills &amp; Competencies:<h2 class="jobSectionHeader">
Qualifications</h2><ul><li> 
2+ years of managerial experience with multi-team leadership expertise (digital-first environment preferred)</li><li> 
High school diploma or equivalent</li></ul><h2 class="jobSectionHeader">
Leadership &amp; Management Skills</h2><ul><li> 
Expertise in managing complex, multi-team systems and processes</li><li> 
Strategic team oversight, workforce optimization, and effective resource allocation</li><li> 
Expert conflict resolution and team dynamics management</li><li> 
Ability to lead organizational change and transformation initiatives</li><li> 
Advanced coaching capabilities for team growth and development</li><li> 
Ability to translate organizational vision and strategy into actionable team objectives</li></ul><h2 class="jobSectionHeader">
Analytical &amp; Strategic Thinking</h2><ul><li> 
Strong analytical skills with data-driven performance tracking and analysis</li><li> 
Strategic thinking and risk assessment capabilities</li><li> 
Advanced budget and financial management acumen</li><li> 
Ability to analyze complex situations and develop effective solutions</li></ul><h2 class="jobSectionHeader">
Communication &amp; Interpersonal Skills</h2><ul><li> 
Strong communication skills across all levels of the organization</li><li> 
Ability to influence and align multiple stakeholders</li><li> 
Constructive feedback delivery and strategic verbal reasoning capabilities</li><li> 
Strong collaborative relationship-building skills</li></ul><h2 class="jobSectionHeader">
Personal Attributes</h2><ul><li> 
Exceptional organizational skills, attention to detail, and time management</li><li> 
Resilience, accountability, and reliability in all aspects of work</li><li> 
Ability to maintain composure and effectiveness under pressure</li><li> 
Adaptability to change and comfort in ambiguous environments</li><li> 
Self-motivation and initiative in pursuing improvements</li><li> 
Emotional intelligence, empathy, and positive outlook</li><li> 
Commitment to continuous learning and professional development</li></ul><h2 class="jobSectionHeader">
Technical Skills</h2><ul><li> 
High proficiency with MS Office suite</li><li> 
Advanced data analysis, interpretation, and precision-focused detail management</li></ul> 
 
Preferred Experience, Skills &amp; Competencies:<ul><li> 
Contact Center Experience</li><li> 
Experience as a leader in a call center environment</li></ul> 
 
About Company: 
 
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. 
 
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. 
 
Our solutions span Data &amp; AI, Digital Experience &amp; IT, CX Management and Trust &amp; Safety. At the core of our innovation is Fuel iX&trade;, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. 
 
Equal Opportunity Employer Statement 
 
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.</div>

Contact Center Operations Manager

American 1 Credit Union

<div><div><div>We are growing! Do you have Call Center Experience? Do you have Financial Management experience? Are you committed to excellent member service, and would you thrive in a Sales environment where the focus is truly centered on meeting the needs of our members? We invite you to consider a career at American 1 Credit Union! Read on for more information!<ul><li>
Location: Jackson, Michigan - onsite</li><li>
Position: Contact Center Supervisor</li><li>
Salary: $61,074.34 based on experience and qualifications.</li><li>
Benefits start on day one: Health, Dental, Vision, Responsible Time Off</li><li>
All offers of employment are contingent upon background screens.</li></ul>
The Contact Center Supervisor is responsible for supporting the Contact Center Manager in providing quality member experiences within their designated department. They assist with the management of day-to-day operations with a focus on everyday core processes, employee development, lending and product sales coaching, member growth, and expense control. The Contact Center Supervisor is dedicated to working with the Contact Center Manager to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident, and driven to Achieve. The Contact Center Supervisor works collaboratively with the Contact Center Manager to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.
 Essential Job Functions<ul><li>
Lead, Manage, and Accountability: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Assists the Contact Center Specialist Manager in the evaluation of the right people, and right seats. Acts as a leader in Contact Center Specialist Manager&rsquo;s absence.</li><li>
Team Collaboration: Collaborate with the Contact Center Specialist Manager in all discussions relevant to the American 1 culture, Contact Center operation processes, and overall member experience. Assists Contact Center Specialist Manager in executing strategy for credit union&rsquo;s short- and long-term goals and objectives and communicates such goals and objectives to their team.</li><li>
Focus on Purpose/Mission: Focused on the credit union&rsquo;s purpose and mission statement of creating financial wellness in our community through everyday banking.</li><li>
Accountability Measurement and Coaching: Monitors accountability to the sales program and completes regular observation of the Contact Center team. Monitors Contact Center benchmark goals for membership, lending, and product growth and coaches for success and reports to Contact Center Specialist Manager.</li><li>
Employee Recruitment and Retention: Assists Contact Center Specialist Manager to ensure that their Contact Center is staffed with team members that are engaged and fulfilled in their work, properly trained and receiving regular feedback on performance.</li><li>
Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.</li><li>
Contact Center Expense Control: Assists the Contact Center Specialist Manager with oversight on Contact Center expenses through appropriate staffing and minimal turnover, member fee refunds, operational expenses, Contact Center closings and more. Oversees Contact Center scheduling to ensure appropriate coverage at peak times.</li><li>
Core Process, Policy and Procedure Review and Recommendations: Responsible for following and coaching to all core processes, policies, and procedures. Assures team is following all processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements.</li><li>
Community Advocate: Serves as a representative of the credit union and is actively visible in the community in which the Contact Center is located. Works with Community Partnerships to develop partnerships with local dealerships, companies, and schools.</li></ul>
 Competencies Required<ul><li>
People Focused and Strong Communication: Empathetically seek understanding of what members and employees require, expect, and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.</li><li>
Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems.</li><li>
Focused, Decision Making and Problem Solving : Has a strong sense of urgency about proactively solving problems and getting work done; gain support by collaborating effectively for ideas, proposals, projects and solutions, take initiative; make and/or facilitate decisions considering impact on others and/or the credit union; reach sound decisions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems/issues in new ways.</li><li>
Leadership, Management and Accountability: Demonstrate institutional responsibility, administrative skill, as well as a commitment to a vision for public service; ability to achieve positive outcomes by encouraging, supporting, coaching, developing and mentoring others. Committed to leading the company by strategically thinking about the business and managing effectively by working in the business.</li><li>
Trustworthy, Reliability and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Ensures core process, policies and procedures are followed.</li></ul>
 Key Accountability Items:<ul><li>
Lead, Manage, Accountability</li><li>
Assist with Department hiring, coaching and evaluations.</li><li>
Solve member experience issues and uphold GREAT standards.</li><li>
Contact Center Scorecard Results</li><li>
Ensure operational excellence and integrity of the Contact Center</li></ul>
Requirements:<ul><li>
A minimum education of high school diploma or GED.</li><li>
Bachelor&rsquo;s degree preferred.</li><li>
Leadership experience preferred.</li></ul>
 The Ideal Candidate:<ul><li>
Excellent verbal and written communication skills</li><li>
Working knowledge of PC applications such as Microsoft Office</li><li>
Ability to work independently or as a collaborative member of a team.</li><li>
Ability to direct other team members and coach others.</li><li>
Knowledge of credit union products, services, policies, core processes and procedures</li><li>
Ability to provide supervisory leadership of professional- and intermediate-level staff.</li><li>
Demonstrated member-focused strategy skills.</li><li>
Demonstrated skill in gathering, reporting, and summarizing trends in data.</li><li>
Ability to express oneself clearly and articulately both orally and in writing.</li><li>
Ability to make decisions and take initiative in problem resolution.</li><li>
Ability to exercise tact and responsibility with handling confidential information.</li></ul>
 NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.</div></div></div>

Contact Center Supervisor

Automated Health Systems

<div>Automated Health Systems is seeking an Call Center Manager to support contact center operations and staff leadership to support the Mass Health Medicaid project.
<h2 class="jobSectionHeader">
Benefits</h2>
<ul><li>Health, dental, and vision insurance</li>
<li>401(k)</li>
<li>Employee wellness program</li>
<li>Training and career growth opportunities</li>
</ul><h2 class="jobSectionHeader">Responsibilities</h2>
<ul><li>Support oversight of daily contact center operations</li>
<li>Supervise contact center supervisors and staff</li>
<li>Monitor service level metrics and operational performance</li>
<li>Assist with staff scheduling and workforce coordination</li>
<li>Review reports and analyze operational trends</li>
<li>Support staff training and development</li>
<li>Monitor contact center systems and performance</li>
<li>Collaborate with leadership on operational improvements</li>
</ul>Requirements:
<h2 class="jobSectionHeader">Qualifications</h2>
<ul><li>Bachelor&rsquo;s degree in related field or equivalent experience required</li>
<li>3&ndash;5 years of call center management experience</li>
<li>Experience in healthcare or human services preferred</li>
<li>Strong leadership and communication skills</li>
<li>Strong computer and reporting skills</li>
</ul>
Automated Health Systems is an Equal Opportunity Employer.</div>

Call Center Manager

CIE TOURS

ABOUT US:As Ireland and Britain&rsquo;s largest tour operator, we offer fully inclusive and expertly guided vacations to Ireland, Britain, Iceland, Italy and Spain from group travel to highly curated private itineraries. We set our own high standards for delivering excellent vacations with state-of-the-art luxury coaches, prompt and pleasant customer service, the best hotels, and carefully chosen visits and entertainment. CIE Tours makes it easy for travelers to immerse themselves in a new place with exclusive access, authentic experiences, and in-depth knowledge that, in the spirit of Celtic heritage, often begins with a story.SUMMARY:CIE Tours is seeking candidates for the position of Contact Center Supervisor. The Contact Center Supervisor (CCS) assists in the day-to-day supervision of the contact center team with a primary focus on driving sales performance, maximizing booking conversions, and technology support. CCS actively monitors call center activity to ensure agents are effectively converting inbound inquiries into bookings, maximizing ancillary sales opportunities, and meeting departmental revenue goals.Working closely with the Contact Center Manager, the CCS coaches and motivates agents to achieve sales targets through effective sales techniques, product knowledge, and customer engagement. CCS provides real-time technology support, performance feedback, and coaching to improve conversion rates, increase average booking value, and ensure service level standards are met. The CCS also plays a key role in reinforcing promotional campaigns, monitoring key performance indicators, and ensuring the team is consistently aligned with the company's sales strategies and customer experience standards.ESSENTIAL DUTIES AND RESPONSIBILITIES:<ul><li>Supervise daily contact center operations to ensure optimal performance, high conversion rates, and achievement of sales targets.</li><li>Monitor call queues and agent activity in real time to maintain service levels while maximizing opportunities to convert inquiries into bookings.</li><li>Drive sales performance by coaching agents on effective closing techniques, upselling, cross-selling, and promotion of ancillary products.</li><li>Conduct regular call monitoring and provide constructive feedback to improve sales techniques and customer engagement.</li><li>Support the Contact Center Manager in executing sales incentives, promotions, and strategic campaigns to drive revenue growth.</li><li>Ensure agents have strong product knowledge of all tour offerings, itineraries, promotions, and travel partner programs.</li><li>Act as the primary escalation point for complex sales or service issues and assist agents in closing high-value bookings when necessary.</li><li>Assist in onboarding and training new team members with a focus on sales techniques and customer conversion strategies.</li><li>Monitor adherence to schedules and productivity standards to ensure operational efficiency and service levels.</li><li>Provide performance updates and insights to the Contact Center Manager regarding team sales performance and operational trends.</li></ul>REQUIRED QUALIFICATIONS AND EXPERIENCE:<ul><li>Two to four years&rsquo; experience in a sales-focused contact center or travel sales environment, with demonstrated ability to meet or exceed sales targets.</li><li>Prior supervisory or team leadership experience required with coaching, leadership, and motivational skills.</li><li>Comprehensive understanding of sales techniques, consultative selling, and closing strategies.</li><li>Excellent communication and customer relationship skills.</li><li>Analytical and organizational skills with the ability to track and interpret performance metrics.</li><li>Experience with Zendesk, Salesforce and MS Office Suite preferred.</li></ul>CIE Tours International is an equal employment opportunity employer, offering equal employment opportunities to all individuals regardless of race, color, religion, sex, age, national origin, disability status, sexual orientation, protected veteran status, marital status and any other characteristic protected by law.Pay: From $28.00 per hourBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Employee assistance program</li><li>Employee discount</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Professional development assistance</li><li>Vision insurance</li></ul>Work Location: In person

Northwest Bank

<div>NY0705 NY Region Business Office 
Job Description
The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team.
The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.
Essential Functions<ul><li>Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills</li><li>Provide real time management support within the Contact Center.</li><li>Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner</li><li>Conduct weekly/ bi-weekly coaching sessions and monthly team meetings with team members designed to enhance their skills.</li><li>Complete quality reviews of written payoffs processed by the team.</li><li>Regularly reviews team members performance ensuring proper management of service levels and other performance standards are being met.</li><li>Contribute to the setting of goals and targets for the Contact Center.</li><li>Complete monthly call monitoring for all types of interactions to ensure consistency and compliance standards are met.</li><li>Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational, employee and customer improvement.</li><li>Provide real time management support within the Contact Center</li><li>Ensure all Contact Center Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner</li><li>Respond to and resolve employee matters expressed by team members</li><li>Provide on-the-floor support to Contact Center Specialists</li><li>Take escalated customer calls</li><li>Identify and resolve complex customer service issues impacting the Contact Center or clientscomplex customer service issues impacting the Contact Center or clients</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their Contact Center Specialists</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their teams are met</li><li>Ensure reduction of errors and minimize losses</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul>
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.
Education
Bachelor's Degree in Business, Finance or related subject or equivalent experience preferred
Work Experience
2 - 6 years Supervisory experience preferred or 3-5 years Customer service, contact center or relevant experience preferred
1 year banking experience preferred or 1 year technical background preferred
General Supervisory/Manager Knowledge, Skills, and Abilities<ul><li>Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches</li><li>Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest&rsquo;s strategic plans</li><li>Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion</li><li>Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning</li><li>Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience</li><li>Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information</li><li>Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required</li><li>Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters</li></ul>
Additional Knowledge, Skills and Abilities
Leadership and coaching techniques to build high performing teams
Knowledge of regulatory and compliance issues / standards
Knowledge of all technology and support systems
Knowledge of telephone operating system
The pay range for this position is generally $63,300 - $75,000 per year. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available. 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

The Home Depot

<div><div><h2 class="jobSectionHeader">**This position requires the candidate to reside in the state of Florida**</h2>
Position Purpose:
The Contact Center Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Contact Center Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. They are actively involved in building customer service enhancements and process improvements. They will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager absence. 
Key Responsibilities:<ul><li>
20% Customer Service - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement</li><li>
10% Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff</li><li>
25% Drives Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals</li><li>
25% Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies</li><li>
20% Plans &amp; Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements</li></ul> 
Direct Manager/Direct Reports:<ul><li>
This position typically reports to Contact Center Sr. Manager</li><li>
This position has 3+ Direct Reports</li></ul> 
Travel Requirements:<ul><li>
No travel required.</li></ul> 
Physical Requirements:<ul><li>
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.</li></ul> 
Working Conditions:<ul><li>
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.</li></ul> 
Minimum Qualifications:<ul><li>
Must be eighteen years of age or older.</li><li>
Must be legally permitted to work in the United States.</li></ul> 
Preferred Qualifications:<ul><li>
Working knowledge of Microsoft Office Suite</li><li>
Working knowledge of Tableau</li><li>
Working knowledge of presentation software (e.g., Microsoft PowerPoint)</li><li>
Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)</li><li>
Demonstrated ability to collaborate and work effectively with cross-functional teams</li><li>
Demonstrated project management skills</li><li>
Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers</li><li>
Excellent written and verbal communication skills</li><li>
2+ years of previous leadership experience</li></ul> 
Minimum Education:<ul><li>
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.</li></ul> 
Preferred Education:<ul><li>
No additional education</li></ul> 
Minimum Years of Work Experience:<ul><li>
2</li></ul> 
Preferred Years of Work Experience:<ul><li>
No additional years of experience</li></ul> 
Minimum Leadership Experience:<ul><li>
None</li></ul> 
Preferred Leadership Experience:<ul><li>
None</li></ul> 
Certifications:<ul><li>
None</li></ul> 
Competencies:<ul><li>
Decision Quality</li><li>
Collaborates</li><li>
Drives Engagement</li><li>
Ensures Accountability</li><li>
Plans and Aligns</li><li>
Communicates Effectively</li><li>
Customer Focus</li><li>
Develops Talent</li><li>
Drives Results</li><li>
Manages Conflict</li></ul></div> 
Apply End Date: 04/28/2026</div>

Manager Inside Sales Support - Florida

TOD MENA

<div>
 
 
 Position Summary:
 
 
 
 The Customer Care Manager is responsible for leading TOD&rsquo;s customer care function across service, support, and customer-related commercial activities. The role oversees day-to-day customer care operations, including contact center performance, service delivery, account support, issue resolution, and initiatives that contribute to customer satisfaction, retention, and revenue optimization.
 
 
 This role plays a key part in ensuring that customer interactions are handled efficiently and professionally across all touchpoints, while also identifying opportunities to improve service quality, operational effectiveness, customer loyalty, and commercial outcomes.
 
 
 
 
 
 
 Key Responsibilities and Accountabilities:
 
 
 <ul>
 <li>
 Lead and manage the end-to-end customer care function across customer support, service delivery, and customer account management.
 </li>
 <li>
 Oversee contact center operations and ensure service levels, quality standards, and response times are achieved.
 </li>
 <li>
 Drive continuous improvement in customer care processes, workflows, and operating procedures to enhance efficiency and customer satisfaction.
 </li>
 <li>
 Manage customer escalations and ensure timely resolution of complex issues in coordination with relevant internal stakeholders.
 </li>
 <li>
 Monitor customer feedback, complaints, and service trends to identify root causes and recommend corrective actions.
 </li>
 <li>
 Support retention and revenue-related initiatives through effective management of renewals, upselling opportunities, and customer engagement activities where applicable.
 </li>
 <li>
 Collaborate with Product, Technology, Marketing, Finance, and other internal teams to improve the overall customer journey and service experience.
 </li>
 <li>
 Establish and monitor KPIs, dashboards, and reporting related to service performance, customer satisfaction, retention, and team productivity.
 </li>
 <li>
 Contribute to budget planning and cost control within the customer care function, ensuring efficient use of resources.
 </li>
 <li>
 Assess operational risks within the function and implement appropriate controls, governance, and mitigation actions.
 </li>
 <li>
 Lead, coach, and develop the customer care team to ensure high performance, accountability, and a customer-centric culture.
 </li>
 <li>
 Ensure policies, processes, and customer interactions are aligned with company standards, compliance requirements, and business objectives.
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration, Management, Marketing, Communications, or a related field, master&rsquo;s degree is an advantage.
 </li>
 <li>
 Minimum 10 years of relevant experience in customer care, customer service, customer operations, or contact center management.
 </li>
 </ul>
 
 
</div>

Customer Care Manager

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