Customer Care Manager Job Description
Customer Care Manager Duties & Responsibilities
To write an effective customer care manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer care manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Care Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Care Manager
List any licenses or certifications required by the position: PMP, PMI, ISO, SAP, ASQ, ITIL, SOP, CPTM, CPLP, 9001
Education for Customer Care Manager
Typically a job would require a certain level of education.
Employers hiring for the customer care manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Business, Engineering, Management, Business/Administration, Marketing, Construction, Technical, Associates, MBA
Skills for Customer Care Manager
Desired skills for customer care manager include:
Desired experience for customer care manager includes:
Customer Care Manager Examples
Customer Care Manager Job Description
- A minimum of 5 to 7 years of experience in Customer Care
- Ensure all Customer Care activities are managed to meet Coachs modern luxury service expectations
- Partner with the Learning and Development team to identify on-going training to support improved performance and development of the Customer Care Resolve and manage escalated problems related to Customer Care and analyze this to provide a monthly reporting of trends and key issues
- Responsible for the daily maintenance of the program including recalls, duplicate dispositions, skips, missing calls, ., and monitors and posts daily results for each program
- Conduct training classes utilizing a variety of teaching techniques to ensure success
- Administer knowledge assessment program and testing
- Manage the Quality Assurance program and a QA Analyst
- Assist with QA monitoring, feedback, and coaching
- Interact with other areas of the business to develop training materials for new products
- Define strategy, objectives, project scope, and business requirements for various new or enhanced projects in GCC arena and facilitate the successful rollout and adoption of new systems, processes
- Previous coaching experience required - preferably in a QA or training position
- Supervisory experience and/or a degree is a plus
- Knowledge of existing and emerging training methods and tools
- Must be self motivated with exceptional organizational skills and the ability to prioritize in a multi- task work environment
- 5-7 years Supervisory and call center experience-Required
- 3 – 5 years of Supervisory or performance management experience in a fast paced environment
Customer Care Manager Job Description
- Proactively monitor ticket queues ensuring timely completion of open items and adherence to contracted SLAs
- Manage strategic relationships with multiple Wireless Operators globally
- Build and maintain systems and workflow for escalations
- Establish and enhance processes that support company and departmental standards and strategies
- Drive ongoing process improvement throughout the customer care team with a particular focus on data-driven decision making
- Manage multiple projects within a network development and operations environment
- Prepare regular reporting incorporating data from key KPIs to measure our continued success and adherence to mandated SLAs
- Monitor queues and work with team leads to ensure quality and speed in responses appropriate internal follow-up on bugs and backlog items
- Recommends and/or implements process improvements and call center technologies
- Maintains consistent communication with other departments in order to provide feedback and updates for the call center
- 5 years experience working in Technical Support as an expert in technical support best practices
- Strong experience with SaaS technologies and telecommunications/VoIP technologies required
- Familiar with Salesforce Service Cloud or similar CRM systems, Knowledgebase systems, and Customer portals for case management
- Experience in developing and overseeing programs and processes that directly create customer satisfaction and loyalty
- Self-starter with ability to handle multiple tasks and priorities simultaneously
- Strong verbal/written communication skills, including the ability to effectively communicate with both business and technical teams
Customer Care Manager Job Description
- 50% Make staffing recommendations to management based on analysis or real-time performance
- 25% Identify trends in case types, perform root cause analysis and provide recommendations for training and/or content changes to address trends
- Interfaces and plans with Operations to ensure defective returns are managed on an ongoing basis
- Interface and plans with vendors the return of defective items under warranty
- Deploys new best practices and processes within Customer Care
- Acts as a conduit between various functional areas including Operations, Accounting and Customer Care
- Monitors performance results including service and turn rate, communicates updates, and independently initiates analysis when declines in performance are observed
- Initiates, creates and presents summarized analysis and recommendations to management
- Executes one-off projects as assigned by the Director of Customer Care
- With knowledge and skillset, performs other duties as assigned by management
- Proven experience in customer relationship management, project management, and people management
- Customer Contact Centre Management skills (excellent)
- Software skills (Customer Contact Centre systems, ACD, PABX, CRM, IVR, Workforce Management Systems, Quality Monitoring Systems, ) (working knowledge)
- Leadership skills (excellent)
- Analytical, organisational and motivational skills (excellent)
- Business knowledge - aviation and fuel efficiency
Customer Care Manager Job Description
- Responsible for handling problem escalation from Customers, Sales, and Service Management, up to and including Out of State accounts
- Conduct monthly reviews on supply processes, CCC performance and client satisfaction
- Escalation point for CCC issues
- Provide training and development as needed to improve employee performance
- Maintain an escalation database, including at risk accounts and analysis of service histories and all related communications and follow up
- Maintain data integrity in OMD and BEI by running reports and facilitating/ delegating, wrong call types used, parts discrepancies, meters, and daily / monthly helpdesk and dispatch productivity reports
- Oversee supervisors/leads and hold accountable for the standards established for the center
- Prepare and present quarterly operations reviews
- Ensure ADP is maintained for all team members
- Create and maintain a positive, collaborative culture within the team
- Must have successfully managed a call center with volumes of over 2000 calls per day for a minimum of 5 years, meeting all contractual requirements
- Must have managed a staff of 25-35 customer service representatives for a minimum of 5 years, including hiring, scheduling, training, and workflow resource allocation
- Must be familiar and comfortable with Call Center and IVR hardware and software to provide first level triage in case of system problems
- Established leadership, passion, acumen and responsibility
- Ability to collaborate and partner, work along with multiple departments and disciplines
- Strong knowledge of systems and system-based thinking
Customer Care Manager Job Description
- Provide training and ongoing performance feedback for CSAs and Data Entry Administrators
- Complete bi-weekly time sheets and distribution of pay checks
- Handle escalated calls into the PAP
- Oversee daily staff coordination
- Interact with distribution center
- Run daily department reports
- Review external correspondences from PAP
- Troubleshoot internal processes
- Measure performance against standards
- Interact with IT/IS department
- Comfortable to work at all levels in a business - ability to develop relationships and influence senior stakeholders
- Desire to develop business and maximize opportunities
- Fluent English and Bulgarian!
- Knowledge of restrictive trade practice or boycott transactions and US Denied Persons/Companies list
- Advantage Section
- Knowledge of a programming / scripting language is an advantage