Manager, Customer Care Job Description
Manager, Customer Care Duties & Responsibilities
To write an effective manager, customer care job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, customer care job description templates that you can modify and use.
Sample responsibilities for this position include:
Manager, Customer Care Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Manager, Customer Care
List any licenses or certifications required by the position: PMP, PMI, ISO, SAP, ASQ, ITIL, SOP, CPTM, CPLP, 9001
Education for Manager, Customer Care
Typically a job would require a certain level of education.
Employers hiring for the manager, customer care 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 Manager, Customer Care
Desired skills for manager, customer care include:
Desired experience for manager, customer care includes:
Manager, Customer Care Examples
Manager, Customer Care Job Description
- Accomplishing organization goals by accepting ownership for accomplishing new and different requests
- Works frequently with other Operations Managers on team to work on retention, recognition programs, rewards
- Play an active role in the workflow of issue escalation
- Build a Customer Care team to meet the business strategies goal
- Management of vendor relationships in Europe to ensure consistency in service and pricing
- Responsible for the analysis and reporting on customer care performance and key metrics
- Maximize current technology to provide innovative and efficient tools that support service initiatives
- Resolve and manage escalated problems related to Customer Care and analyze this to provide a monthly reporting of trends and key issues
- Evaluate, recommend and implement operational process improvements
- Ability to be flexible and adapt to a dynamic atmosphere
- Experience in budget preparation and management required
- More than eight (8) years of experience in a sales environment
- Ability to work in a fast-paced environment and meet assigned deadlines and assigned sales goals
- Extensive leadership skills required
- Some working knowledge of Verint or Work Force Management tools
- Successful track record of customer care operations
Manager, Customer Care Job Description
- Support the customer care representatives with the day-to-day management of their team and provide assistance with customer escalations
- Continue to make improvements across the dimensions of people, process and technology with the goal of improving customer experience and impacting key business metrics
- Gather and organize relevant data to suggest improvements in the tools and techniques to help scale the team for increased effectiveness and efficiency
- Continue to drive productivity initiatives through the use of the collected data
- Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the customer experience and build customer loyalty
- Manage Customer Care representatives’ performance
- Monitor customer behaviours, satisfaction and needs
- 20% Weekly - attend the Customer Care Leadership Meeting and on a monthly basis, select a relevant topic to lead a group discussion (20-30 min)
- Interact with manager during field service and update daily status
- Ensures ongoing open lines of communications with staff other project managers and Project Director
- Deep understanding of the luxury retail customer and their expectation
- Ability to react quickly and flexibly to change and a fast moving business
- Customer Care / Contact Center experience
- One to two years experience in an environment that required project management skills
- Must be flexible to work days/evenings and weekends as needed, hours of operation are 8am – 7pm 5 days per week
- Must have prior Call Center Management or Leadership experience
Manager, Customer Care Job Description
- Monitor external and internal customer feedback to measure performance and identify best practices and make innovative recommendations to drive process improvement
- Day-to-day operations of the department
- Regularly monitor operational reports to ensure all Supervisors, Team Leads and associates are following proper procedures
- Participate in leadership level business reviews
- Category Management needs
- Other day-to-day interaction
- Plan, organize, manage and direct agents that troubleshoot with subscribers having difficulty with video, Intelligent Home and/or Cable Card services
- Utilize Regional approved practices in performing hiring, disciplinary action, staff development, goal setting, completing performance reviews and adhering to safety practices
- Responsible for managing annual budget, adherence to Company Policy when approving more than $1M in Returns, Exchanges, and Credits, and as outlined within the SOPs
- Manage hiring process from recruitment and selection, to maintaining and developing a highly trained, professional Customer Care team
- Exceptional coaching skills, will coach a team of 3 Supervisors and 65+ agents
- Multiple KPI’s
- Analyze performance data and trends
- Proficient at identifying areas for improvement in processes, tools, and techniques and the ability to follow through on implementing these improvements
- Willingness to work in a fast-paced, entrepreneurial Customer Care organization
- Must be a strong leader who is highly energetic and a motivated team player
Manager, Customer Care Job Description
- Ensure all relevant reports are being worked on a daily/weekly basis
- Develop and monitor coaching effectiveness of Team Managers
- Handle and resolve difficult internal and external problem calls
- Manages and directs all aspects of incoming call center functions
- Oversee 2 teams with over 15 associates
- Understands and executes on the key metrics for all groups
- Analyze customer satisfaction trends and identify/implement new processes and procedures to improve them
- Develops and monitors quotas for service volume and response time
- Ensures that proper routing and call disbursement within all teams is maintained
- Conducts monthly inspection and analysis of data, callbacks, and overall activity levels
- Degree in Business/ Marketing (preferable) or equivalent
- 10 years’ experience in a service industry
- Proficiency with MS Office / iWork software
- Proven ability to motivate and mentor team towards goal attainment
- Basic understanding of HTML, CSS, JavaScript and APIs, Gateways and Cloud Services
- Basic understanding of VPNs, Routers, Firewalls, Proxies, Networking Configurations and various OS
Manager, Customer Care Job Description
- Ensures that monthly performance reviews and coaching sessions with all team members is conducted
- Ensure that each employee receives a minimum of 4 observations (2 Phone Monitor, 2 Phone resolve follow up)
- Ensure that each employee receives an annual review
- Liaison between client and Service Leadership
- Maintain positive homeowner relations
- Responsible for the hiring, training, supervision and motivation of Customer Care Associates
- Manages teams of customer care agents that may be supporting customers for Hello Energy, NAP and Champion Energy
- Supervise and direct the activities of the PAP personnel
- Assure timely processing of applications
- Monitor calls handled by CSAs
- Strong Communication/ Persuasion/ Interpersonal skills
- Strong understanding of the brand combined with the strategic objectives of the business
- Strong understanding of Customer Care and/or Contact Center operations
- Must possess the ability to manage, motivate and train employees
- Proficient in all applicable software, including Microsoft Office and contact center platforms
- BA/BS degree or equivalent work experience with proven track record