Customer Care Manager

Position: Customer Care Manager 

Summary:

The Customer Care Manager is responsible for overseeing daily operations of the customer care call center team, managing that team of customer service representatives, ensuring high levels of customer satisfaction, and driving performance improvements. This role focuses on operational efficiency, employee performance, and customer service quality.

Key Responsibilities:

Team Management:

• Lead, motivate, and develop a team of call center agents.
• Conduct regular coaching sessions, performance evaluations, and feedback discussions.
• Manage workforce scheduling, ensuring adequate staffing levels during peak and off-peak hours.
• Foster a positive, engaging, and collaborative work environment.

Operational Management:

• Oversee daily operations to ensure that service levels and key performance indicators (KPIs) such as average handle time, first-call resolution, and customer satisfaction are met.
• Monitor call queues, volumes, and traffic patterns to optimize resource allocation.
• Implement and maintain call center technologies, including phone systems and customer relationship management (CRM) tools.
• Develop and update operational policies, procedures, and scripts to ensure consistency and efficiency.

Performance Monitoring:

• Analyze call center data and reports to identify trends and areas for improvement.
• Track and report on key metrics such as service level agreements (SLAs), customer satisfaction scores (CSAT), net promoter score (NPS), and other call center performance indicators.
• Implement strategies to improve call center efficiency, agent productivity, and overall customer experience.

Customer Experience:

• Ensure that all customer interactions are handled professionally, efficiently, and in line with company values and standards.
• Resolve escalated customer issues or complaints and ensure proper follow-up.
• Collaborate with other departments to improve customer service processes and address recurring issues.

Training & Development:

• Coordinate and deliver training programs to develop agent skills, including product knowledge, soft skills, and system proficiency.
• Stay up to date with industry trends and best practices to ensure continuous improvement.

Compliance & Reporting:

• Ensure compliance with company policies, legal regulations, and industry standards (e.g., data protection, customer privacy).
• Prepare and submit timely reports on call center performance to senior management.

Qualifications:

Education: Bachelor's degree in Business Administration, Communications, or a related field (preferred).

Experience: 3-5 years of experience in call center management, customer service management, or a similar role.

Skills:

• Strong leadership and team management skills.
• Proficient in Microsoft Office – Excel a must
• Excellent communication and interpersonal abilities.
• Proficiency in call center software and CRM tools.
• Analytical skills with the ability to interpret data and implement strategic improvements.
• Problem-solving abilities and a customer-first mindset.

Key Competencies:

• Leadership and team development
• Customer focus
• Operational management
• Analytical thinking and problem-solving
• Communication and interpersonal skills
• Adaptability and continuous improvement mindset

Working Conditions:

Full-time position, 40 hour work week, evening and weekend work may be required to meet business needs.

Fast-paced and dynamic work environment.