Customer Care Manager - Remote
Company:
Location:United States, Canada
Languages:English
Seniority level:Manager, 5-7 years
Experience:5-7 years
Skills:
LeadershipData AnalysisCustomer serviceQuality AssuranceTeam managementCoachingReporting
Requirements:
5-7 years of Call Center Management experience Proven track record leading successful Call Centers Direct management of a team of individuals Excellent verbal and written communication
Responsibilities:
Lead the day-to-day operation of the Central Support team Direct management of Customer Liaisons, Specialists, and Team Leads Accountable for departmental KPIs including lead management, complaint handling, and quality metrics Work Force Management ensuring appropriate staffing and service delivery Prepare performance reports and analyze data for market business reviews Partner in the development of SOPs and training Determine Call Center Training requirements and conduct assessments Drive culture shaping activities, including hiring, onboarding, and performance management Manage Quality Assurance program and provide guidance to the QA Team Lead
