Customer Care Manager

Job Description

 

The Customer Care Operations Manager is responsible for leading a team of Customer Care Specialists to better performance and improve service quality for our Customers via our phone channels. The Operations Manager will assist in establishing call center objectives, provide specialists with opportunities to expand their knowledge of service, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. 

 
RESPONSIBILITIES:

 

 

•    Hiring, training, coaching, and leading Customer Care Specialists as they provide support for our Customers. 
•    Creates and maintains a positive and professional work environment, including the provision of training and feedback necessary to develop team members capable of assuming additional responsibility within the organization.
•    Ensures that controllable expenses, including compensation, overtime, supplies, travel, and telecommunications are reasonable and appropriate. 
•    Analyzes and reports on service levels, key volume indicators, and key risk indicators.  Recommends and, in some cases, initiates action to address adverse performance issues. 
•    Answering Specialist’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by specialists.
•    Leading team meetings, asking questions to better understand the calls specialists are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
•    Assisting other management team members in identifying trends and establishing call center goals.
•    Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
•    Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
•    Taking on other tasks or projects to support employees, other managers, and call center operations.

 

 

Qualifications

 

 

•    High school diploma required, college degree in business management or a related field highly desirable.

•    Minimum of four (4) or more years of supervisory experience; a college degree and completion of a management development program may be accepted in lieu of some or all the experience for certain positions.

•    Familiarity with Operations management (production scheduling, capacity analysis, process improvement, quality management, etc.).

•    Familiarity with bank regulations or a demonstrated ability to understand and comply with regulations.

•    Strong coaching and leadership skills; ability to motivate and manage employees (hiring, training, feedback, development, and corrective action).

•    Ability to effectively interact with all levels of the organization, including senior management, using both written and verbal communication.

•    Ability to identify and resolve problems using good judgment with respect to issues/circumstances.

•    Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. 

•    Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills. 

•    Decisiveness and attention to detail. 

 

KEY COMPETENCIES:

 

 

•    Analysis – securing relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships.

•    Collaboration – working effectively with others in the organization outside the line of formal authority (such as peers in other units or senior management) to accomplish organizational goals and to identify and resolve problems.

•    Communication – expressing ideas effectively in individual and group situations; adjusting language or terminology to the characteristics and needs of the audience.

•    Individual Leadership/Influence – using appropriate interpersonal styles and methods to inspire and guide individuals toward goal achievement; modifying behavior to accommodate tasks, situations and individuals involved.

•    Initiative – asserting one’s own influence over events to achieve goals; self-starting rather than accepting passively; taking action to achieve goals beyond what is required; being proactive.

•    Judgment – committing to an action after developing alternate courses of action that are based on logical assumptions and factual information and that take into consideration resources, constraints, and organizational values.

•    Planning and Organizing – establishing a course of action for self and others to accomplish