Manager, Customer Care Job Description
Manager, customer care
provides collaborative end to end solutions that leverage joint capabilities and expertise in support of Hill’s customer development and Customer Service & Logistics strategies.
Manager, Customer Care Duties & Responsibilities
To write an effective manager, customer care job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, customer care job description templates that you can modify and use.
Sample responsibilities for this position include:
Oversee third party customer service vendor activities making adjustment and recommendations to scripting and training to ensure an excellent customer experience designed to support retention and subscriber acquisition
Systems proficiency in Microsoft word and excel
Partner with Coach Europe Leadership to provide customer service support for the development of new business strategies
Develop New Hire Customer Service and Sales training curriculum and material
Maintain a database for capturing, monitoring, tracking and reporting issues and responses to customer interactions across all channels
Work directly with internal contacts, collecting, organizing and seeking input when necessary to ensure accurate and up-to-date responses for each type of interaction from simple to challenging (i.e.,requests for information and other inquiries, service issues, complaints, order handling, ) and across all platforms and services including Showtime Anytime, mobile applications, iTV, on-demand services and Smithsonian Channel
Provide leadership to team of customer care consultants Lead Consultants, ensuring they are inspired, engaged and motivated
Communicate to Global Head of Sales and Customer Care on a regular basis concerning the team, specifically their performance against KPIs and workload
Work with the Global Sales & Customer Care Manager for each brand to ensure all brand strategies are implemented and followed
Manage, coach and develop Lead Consultants in carrying out performance appraisals, setting clear objectives and identifying development areas
Manager, Customer Care Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Manager, Customer Care
List any licenses or certifications required by the position: PMP, PMI, ISO, SAP, ASQ, ITIL, SOP, CPTM, CPLP, 9001
Education for Manager, Customer Care
Typically a job would require a certain level of education.
Employers hiring for the manager, customer care job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Business, Engineering, Management, Business/Administration, Marketing, Construction, Technical, Associates, MBA
Skills for Manager, Customer Care
Desired skills for manager, customer care include:
Auto-dialers helpful
CenterView
Telephony capabilities CMS
Customer service
Ability to leverage that information in creating customized customer solutions
Excel
Values and practices that align customer needs and satisfaction as primary considerations in all business decisions
ADP system
Ability to implement effective strategies and activities that promote long-term customer loyalty
Ability to recognize and be sensitive to the different perspectives and priorities of different customers
Desired experience for manager, customer care includes:
Assess and communicate resources required to ensure business KPI requirements are achieved on a daily basis, proactively manage, working collaboratively with Global Sales & Customer Care Support Manager and other Sales & Customer Care Managers
Work alongside peers to deliver new business projects, technical enhancements and new working processes
Work with Customer Care Training and Development team to devise and roll-out ongoing program of activities to meet team needs in line with the global Sales & Customer Care strategy
Monitor attendance levels and conduct issues across the team, ensure robust action plans are in place for improvement
Working with other Sales & Customer Managers and Rewards and retention team to devise and implement regular incentive schemes
Responsible for monitoring customer compensation and store credit for business area
Manager, Customer Care Examples
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Manager, Customer Care Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of manager, customer care. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer care
- Accomplishing organization goals by accepting ownership for accomplishing new and different requests
- Works frequently with other Operations Managers on team to work on retention, recognition programs, rewards
- Play an active role in the workflow of issue escalation
- Build a Customer Care team to meet the business strategies goal
- Management of vendor relationships in Europe to ensure consistency in service and pricing
- Responsible for the analysis and reporting on customer care performance and key metrics
- Maximize current technology to provide innovative and efficient tools that support service initiatives
- Resolve and manage escalated problems related to Customer Care and analyze this to provide a monthly reporting of trends and key issues
- Evaluate, recommend and implement operational process improvements
- Ability to be flexible and adapt to a dynamic atmosphere
Qualifications for manager, customer care
- Experience in budget preparation and management required
- More than eight (8) years of experience in a sales environment
- Ability to work in a fast-paced environment and meet assigned deadlines and assigned sales goals
- Extensive leadership skills required
- Some working knowledge of Verint or Work Force Management tools
- Successful track record of customer care operations
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Manager, Customer Care Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of manager, customer care. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for manager, customer care
- Support the customer care representatives with the day-to-day management of their team and provide assistance with customer escalations
- Continue to make improvements across the dimensions of people, process and technology with the goal of improving customer experience and impacting key business metrics
- Gather and organize relevant data to suggest improvements in the tools and techniques to help scale the team for increased effectiveness and efficiency
- Continue to drive productivity initiatives through the use of the collected data
- Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the customer experience and build customer loyalty
- Manage Customer Care representatives’ performance
- Monitor customer behaviours, satisfaction and needs
- 20% Weekly - attend the Customer Care Leadership Meeting and on a monthly basis, select a relevant topic to lead a group discussion (20-30 min)
- Interact with manager during field service and update daily status
- Ensures ongoing open lines of communications with staff other project managers and Project Director
Qualifications for manager, customer care
- Deep understanding of the luxury retail customer and their expectation
- Ability to react quickly and flexibly to change and a fast moving business
- Customer Care / Contact Center experience
- One to two years experience in an environment that required project management skills
- Must be flexible to work days/evenings and weekends as needed, hours of operation are 8am – 7pm 5 days per week
- Must have prior Call Center Management or Leadership experience
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Manager, Customer Care Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of manager, customer care. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer care
- Monitor external and internal customer feedback to measure performance and identify best practices and make innovative recommendations to drive process improvement
- Day-to-day operations of the department
- Regularly monitor operational reports to ensure all Supervisors, Team Leads and associates are following proper procedures
- Participate in leadership level business reviews
- Category Management needs
- Other day-to-day interaction
- Plan, organize, manage and direct agents that troubleshoot with subscribers having difficulty with video, Intelligent Home and/or Cable Card services
- Utilize Regional approved practices in performing hiring, disciplinary action, staff development, goal setting, completing performance reviews and adhering to safety practices
- Responsible for managing annual budget, adherence to Company Policy when approving more than $1M in Returns, Exchanges, and Credits, and as outlined within the SOPs
- Manage hiring process from recruitment and selection, to maintaining and developing a highly trained, professional Customer Care team
Qualifications for manager, customer care
- Exceptional coaching skills, will coach a team of 3 Supervisors and 65+ agents
- Multiple KPI’s
- Analyze performance data and trends
- Proficient at identifying areas for improvement in processes, tools, and techniques and the ability to follow through on implementing these improvements
- Willingness to work in a fast-paced, entrepreneurial Customer Care organization
- Must be a strong leader who is highly energetic and a motivated team player
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Manager, Customer Care Job Description
Job Description Example
Our company is hiring for a manager, customer care. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer care
- Ensure all relevant reports are being worked on a daily/weekly basis
- Develop and monitor coaching effectiveness of Team Managers
- Handle and resolve difficult internal and external problem calls
- Manages and directs all aspects of incoming call center functions
- Oversee 2 teams with over 15 associates
- Understands and executes on the key metrics for all groups
- Analyze customer satisfaction trends and identify/implement new processes and procedures to improve them
- Develops and monitors quotas for service volume and response time
- Ensures that proper routing and call disbursement within all teams is maintained
- Conducts monthly inspection and analysis of data, callbacks, and overall activity levels
Qualifications for manager, customer care
- Degree in Business/ Marketing (preferable) or equivalent
- 10 years’ experience in a service industry
- Proficiency with MS Office / iWork software
- Proven ability to motivate and mentor team towards goal attainment
- Basic understanding of HTML, CSS, JavaScript and APIs, Gateways and Cloud Services
- Basic understanding of VPNs, Routers, Firewalls, Proxies, Networking Configurations and various OS
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Manager, Customer Care Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of manager, customer care. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, customer care
- Ensures that monthly performance reviews and coaching sessions with all team members is conducted
- Ensure that each employee receives a minimum of 4 observations (2 Phone Monitor, 2 Phone resolve follow up)
- Ensure that each employee receives an annual review
- Liaison between client and Service Leadership
- Maintain positive homeowner relations
- Responsible for the hiring, training, supervision and motivation of Customer Care Associates
- Manages teams of customer care agents that may be supporting customers for Hello Energy, NAP and Champion Energy
- Supervise and direct the activities of the PAP personnel
- Assure timely processing of applications
- Monitor calls handled by CSAs
Qualifications for manager, customer care
- Strong Communication/ Persuasion/ Interpersonal skills
- Strong understanding of the brand combined with the strategic objectives of the business
- Strong understanding of Customer Care and/or Contact Center operations
- Must possess the ability to manage, motivate and train employees
- Proficient in all applicable software, including Microsoft Office and contact center platforms
- BA/BS degree or equivalent work experience with proven track record