Manager, Care Operations
Greatcall

Carlsbad, California

Posted in Retail


This job has expired.

Job Info


*POSITION*: Manager, Care Operations
*DEPARTMENT*: 325 - Care Operations
*REPORTING SUPERVISOR*: Director, Care Operations
*DIRECT REPORTS*: Yes
*FLSA*: Exempt
*EMPLOYMENT STATUS*: Direct Hire
*TRAVEL REQUIREMENTS*: Up to 25% overnight
*SCHEDULE*: Standard business hours
*ABOUT THE TEAM*
The Customer Operations team is dedicated to creating and applying innovative and efficient process-driven solutions as well as delivering a superior service experience and enhanced product value to each of our Customers daily within the Care organization. The team assists on a wide range of issues across the Care Organization in areas such as specialized service support, call center management support, and corporate project partnering. In alignment with our companyas core values, we strive to maintain the highest level of Customer satisfaction through management of external and internal metrics, focused on defined quality standards.
*ABOUT THE JOB*
The Manager, Care Operations will oversee and be responsible for managing the day to day operations of the Back-Office teams in multiple locations. They will work across the organizational team to provide leadership and guidance to drive initiatives that support the best Customer, Advisor, and Specialist experience in the Caring Centers. The Manager, Care Operations will have responsibility to support best-case outcomes of customer escalations, offline projects, and initiatives. To be successful, the Manager will require experience in data-driven customer experience analysis to provide visibility into the workload and value of the assigned team. The Manager, Care Operations will lead the assigned teams to facilitate multiple projects/programs from design and development to production within the Care organization. The Manager will work to build and maintain credibility, consider historic and culture implications, and liaise with other project-related groups and functions. The Manager, Care Operations must be a self-starter, with a strong ability to deliver on a broad range of tasks and deliverables across multiple business units and locations. This position requires a high level of integrity as there is significant exposure to confidential and sensitive information.
*RESPONSIBILITIES *
aC/ Track, trend, and report service level and customer satisfaction metrics to drive high-levels of satisfaction and improvements in incident and problem resolution.
aC/ Lead and develop a team to provide white glove treatment of Customer escalations through multiple channels
aC/ Plan and execute staffing to ensure follow-up and accountability on workload assigned to the Offline teams
aC/ Actively manage the customer support relationship and proactively drive programs to enhance the advisor and customer experience
aC/ Maintain call center related reporting, policies, and process flows to support the performance of the Back-Office teamas support of the Customer Caring centers
aC/ Successful resolution of all Customer escalations identifying the issue and working cross-functionally when necessary to ensure appropriate resolution.
aC/ Facilitate changes to current processes through analysis, communication, and implementation
aC/ Ensure stakeholders are kept aware of changes, updates and milestones with each project. Compile briefing documents and presentations for internal and external stakeholders
aC/ Routinely audit processes to identify improvement opportunities, recommending and executing change when needed
aC/ Develop business requirements and workflows
aC/ Project manage and implement new projects to support company objectives
aC/ Prepare quarterly and annual call center performance reviews highlighting accomplishments and areas of opportunity
aC/ Other duties as assigned
*QUALIFICATIONS*
Education: Bachelor's degree preferred or equivalent experience
Experience:
aC/ Minimum 4 years of supervisory experience required, preferably in a call center environment
aC/ Minimum 2 years of experience required in project execution required
*Knowledge/Skills/Abilities: *
aC/ Intermediate ability in Microsoft Excel and PowerPoint
aC/ Knowledge of IEX and Genesys ECC platform operations or similar systems
*Personal Attributes *
aC/ Excellent written and oral communication skills
aC/ Demonstrated ability to develop, coach, and mentor high performing teams
aC/ Flexible with a aroll up the sleevesa approach and ano job too smalla mentality
aC/ Ability to manage process changes on the fly
aC/ Proactive and focused
aC/ Problem solving skills
aC/ Drive for Results
aC/ Functional & Technical Skills
aC/ Natural Project Leader to drive initiatives
aC/ Resourceful and able to multi-task


This job has expired.

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