Customer Care Manager in Flushing, New York | DiversityInc Careers
 
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Customer Care Manager

The Manager Customer Care provides leadership and oversees the daily operations of the call center, supervisors and their teams. The incumbent ensures appropriate adherence to applicable center-wide policies, procedures and corporate initiatives. Manages activities related to the success of the call center through strategic alignments with Human Resources, Training, and Business Controls teams. Works independently with little or no supervision.



MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.


Provide input on recruiting, hiring and development of Supervisors and Customer Support Reps.

Manage call answering / quality metrics for the Customer Support Rep group.

Utilize and monitor adherence to workforce management recommendations regarding weekly staffing.


Maintain open lines of communication between the call center and field service, insuring that information is shared in both direction and service issues are resolved promptly.

Ensure all Supervisors and Call Center Reps are trained on an ongoing basis.

Ensure a safe, non-threatening working environment for call center employees.

Conduct regular performance reviews for Supervisors and ensure completion of performance reviews for all Customer Support Reps.

Provide regular reporting of key performance initiatives to the Vice President of Call Center Operations.

Plan and implement process improvement initiatives for customer support, cost reduction, customer satisfaction, and transitional selling.

Ensure all call center operational tools are effective on an ongoing basis, including desktop configurations, call routing/handling, CSG (ACSR) access, etc.

Monitor the use of call center facilities to ensure effective upkeep and maintenance.

Develop standard reports/presentations on the effectiveness and productivity of the Customer Support Rep group.


Perform other duties as assigned.

REQUIRED QUALIFICATIONS

5 years experience at a representative or higher level working in a comprehensive call center operation.
Experience training supervisors in a call center environment
Experience handling inbound calls in a highly dynamic and fast-paced call center environment

Ability to read, write, speak and understand English
Ability to prioritize, organize and multitask effectively
Strong analytical and problem-solving skills
Ability to establish and manage effective relationships at all levels
Capacity to show sound judgment in accomplishing specified job duties
Ability to handle customer inquiries in a professional and efficient manner
Excellent interpersonal skills with emphasis on verbal/written communication, including the ability to present performance feedback effectively
Excellent presentation skills with small- to medium-sized groups
Proficiency with PCs and Microsoft Office Suite
Ability to perform analysis using moderately complex databases
Demonstrated willingness to assist customers and enthusiasm to learn and adapt to change
Ability to absorb pertinent information within a reasonable period of time
Thorough knowledge of operational components related to processes, procedures and call handling tool


PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to effectively organize teams to complete common objectives and respond rapidly to shifting priorities

Education
Bachelor’s degree

Related Work Experience
Experience in the telecommunications industry