Customer Care Operations Manager

KEY RESULT AREAS:

• Proactively identify and communicate trends, opportunities, and issues before they escalate
• Timely resolution and support of back-office functions to ensure customer satisfaction
• Routine review of all key performance indicators to ensure continued staff development and exceptional service.
• Develop action plans to train and motivate staff to ensure customers receive professional quality service
• Resolve escalated customer issues ensuring all service standards are maintained or exceeded
• Ensures existing technology is maximized to reduce costs and satisfy customer needs
• Applies passion to the development of the team manager’s personal growth, business, and people competencies
• Conduct communication sessions and skip level meetings to ensure the free flow of information
• Demonstrates the initiative seeking opportunities for recommending process improvements
• Creates and maintains departmental business operating procedural documentation
• Composes and communicates materials and information that is clear, concise, and appropriate to the audience

SKILLS EXPERIENCE PREFERRED:

• Post-secondary education in business, a college diploma, or a combination of experience and education is preferred
• Contact Center experience required with a familiarity of skill-based routing, workforce management, and quality monitoring technology
• Superior oral, written, and interpersonal communication skills
• Ability to work on multiple projects concurrently while meeting competing deadlines
• Ability to take balanced risks
• Ability to maintain confidentiality as necessary
• Flexibility in schedule inclusive of weekends
• Experienced in change management including the ability to champion and facilitate change
• Willingness to understand and manage group dynamics to solicit varying points of view, ideas, and opinions to help form specific decisions of plans
• Effective conflict resolution skills
• Ability to adapt in a constantly changing environment