Manager, Customer Care

POSITION SUMMARY:
This position is responsible for managing day-to-day activity within a high paced Customer Care environment. Day-to day activities include the areas of staffing, hiring, coaching, employee development, performance, quality and development of environment and culture

ESSENTIAL FUNCTIONS:
  • Define the responsibility of Care Supervisors and work to develop and enhance their leadership skills. Perform annual performance evaluations and provide frequent feedback and coaching.
  • Identify and troubleshoot impediments to processes that affect the ability of employees to deliver a high level of service to our customers
  • Maintain established departmental and organizational performance standards consistent with Charter, FCC and local franchise requirements.
  • Train, mentor, and motivate performance of Care staff through constructive feedback.
  • Ensure appropriate and timely coaching and feedback sessions are taking place with all employees within the Care department.
  • Establish and communicate goals that result in excellent customer satisfaction and achievement of business objectives.
  • Respond to customer concerns or inquiries in a timely, professional, and responsive manner.
  • Maintain and reinforce the sense of urgency required in order to meet service level objectives.
  • Interact collaboratively with all departments to ensure excellence in delivering services and products to achieve extraordinary customer satisfaction.
  • Ensure corrective action is being administered timely and within corrective action guidelines.
  • Maintain knowledge of and ability to access customer accounts, key information, input work orders and adjustments accurately as required by the billing system.
  • Periodically audit department operations and quality program to ensure that all policies and procedures are being adhered to on an ongoing and consistent basis.
  • Prepare and analyze goals, objectives and budgets for the Customer Care department.
  • Follow Charter’s EEO procedures as stated in the company EEO manual.
QUALIFICATIONS:
  • Bachelor’s Degree; or five plus years related experience and/or training; or equivalent combination of education and experience.
  • Minimum three years of experience managing a call center/ACD environment, with a demonstrated emphasis on customer care preferred.
  • Experience in an environment that required project management skills (i.e. start up or organizational restructuring).
  • Strong employee development skills
  • Strong verbal and written communication skills required.
  • Proven problem solving skills required.
  • Strong organizational skills required.
  • Must be capable of working flexible hours and be available as required by business operations to accommodate the needs of the department and organization as a whole.
  • Must have demonstrated ability to project a positive, professional image, and proven ability to promote positive customer relations and working relationships on a consistent basis.