Vacancy : Call Center Customer Care Manager
Company Name : Confidential
Company Location : 2600 West Big Beaver Road, Troy, MI
JOB TITLE: Customer Care Manager DEPARTMENT: Customer CareREPORTS TO: Director of Consumer Services SALARY RANGE: $75,000 – $100,000Job OverviewThe Customer Care Manager supports the team members and department to run in an efficient manner, measure and achieve department metrics, and increase customer satisfaction, loyalty and retention.ResponsibilitiesCreate a culture that strives to provide outstanding customer care through enhanced training of employees in all customer care aspects, including; conflict diffusion, product knowledge, career path development, and a high level of employee engagement.Accomplish department results by communicating job expectations; measure and confirm the department is achieving the key performance indicators, plan, monitor, and appraise job results; and coach, counsel, and discipline employees.Prepare the employee schedule designed to provide an optimal call answer rate without lapse in coverages, including the scheduling and approval of PTO; approving time sheets and overtime as needed.Oversee and develop objectives for all Customer Care positions and day to day operations. Create and approve commission and bonus plans designed to motivate employees to upsell services and retain customers.Conduct Quality Reviews of Customer Care Representative’s calls; identifying training and coaching opportunities.Establish strategic goals by gathering pertinent business, financial, service, and operations information.Identify and evaluate trends and options; choose a course of action, define objectives and evaluate outcomes to increase customer satisfaction and retention.Manage staffing level by retaining talent and hiring well qualified candidates to strengthen the department and organization.Identify employee areas of strength and provide recommendations for employee advancement within or outside of the Customer Care department.Compose and conduct employee reviews; recommend compensation increases.Submit daily, weekly, and monthly reports as required to review key performance indicators.Monitor and maintain all Standard Operating Procedures (SOP).QualificationsAssociate’s or Bachelor’s degree required. A combination of education and experience will be considered.7+ years of experience as a Customer Care Representative (or alternative role).Telecommunications industry experienceStrong customer orientation with a demonstrated understanding of superior customer service and management techniques.Proficiency with the MS Office package and CRM.Excellent time management, organizational and communications skills.CompetenciesCustomer FocusSelf-AwarenessDependabilityProblem SolvingResiliencyJob Type: Full-timePay: $75,000.00 – $100,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceDisability insuranceEmployee assistance programEmployee discountHealth insuranceHealth savings accountLife insurancePaid time offVision insuranceSchedule:Monday to FridaySupplemental Pay:Bonus payCommission payAbility to commute/relocate:Troy, MI: Reliably commute or planning to relocate before starting work (Preferred)Education:Bachelor’s (Preferred)Experience:Microsoft Office: 5 years (Preferred)Sales: 5 years (Preferred)Work Location: One location
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