Customer Care Manager
About The Position
The Customer Care Manager is responsible for the day-to-day operations of a contact center for Momâs Meals. This role will directly manage 6-9 supervisors, and will indirectly manage approximately 150 hourly employees. Momâs Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Momâs Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.
Requirements
- Bachelorâs Degree or equivalent education and experience
- 5+ years of call center leadership experience
- Proficient in Microsoft Office Suite, with focus on Word, Excel and Outlook
- Excellent verbal, telephone, and written communication skills
- Ability to multi-task and handle numerous assignments simultaneously
- Strong leadership skills and the ability to take initiative
- Ability to work well in a team environment
- Effective training and meeting skills
- Professional, positive, and enthusiastic attitude
- Proven performance management, coaching, and counseling skills
- Strong attention to detail and analytical skills
Responsibilities
- Monitor Call Center productivity to ensure successful attainment of department goals and objectives
- Monitor individual and team dynamics and identifies both positive and negative performance trends
- Determine work procedures and lead process improvement initiatives within the Customer Care Department
- Study and standardize procedures to improve efficiency
- Manage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the department
- Participate in the hiring, coaching, and termination of employees, with assistance from Human Resources
- Effectively facilitate team meetings and is responsible for communication strategy to the Contact Center
- Assist with external clients to handle higher level concerns
- Responsible for 125-175 hourly employees and 6-9 supervisors
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
