Customer Care Manager

Publix Super Markets • Lakeland, FL

7d

About The Position

Are you deeply passionate about providing premier service to customers? Are you driven to lead, mentor, and motivate teams? Are you a self-starter who thrives in dynamic environments? The Manager of Customer Care recruits and leads a large team of customer care agents, specialists, and supervisors who engage with thousands of customers each day. The Manager serves as a role model in customer recovery techniques and actively participates in mentoring, coaching, and developing current and new associates to ensure accurate job knowledge, skill and teamwork. As a customer advocate, the Customer Care Manager champions opportunities to consistently improve the customer experience at Publix—both within and beyond Customer Care and Social Media (CCSM). Additional Responsibilities Include: Analyzing and reporting key performance indicators; establishing productivity benchmarks and performance standards; identifying trends and variances; isolating critical issues; and recommending solutions for continuous quality improvement. Partnering cross-functionally with leaders throughout the company to maintain a strong understanding of Publix business areas and elevate opportunities to enhance the overall customer experience. Supporting the ongoing evolution of Customer Care by aligning people, processes, and technology to meet the needs of both customers and associates. The responsibilities listed in this position description are not intended to be all-inclusive, and additional responsibilities may be assigned as needed.

Requirements

• Bachelor’s degree in Business Management, Public Relations, Mass Communications, Marketing, News Media or Journalism, or equivalent experience
• At least 5 years of management or supervisory experience
• At least 7 years of professional communication experience
• At least 7 years of in-depth, hands-on experience in a call center environment
• At least 5 years in customer service-oriented roles and/or retail experience
• 3 years of project management experience
• 3 years of crisis communications experience
• Expert knowledge of contact center best practices
• Advanced knowledge of data analysis practices and trends identification
• Advanced knowledge of Windows, Word, Excel, and Adobe Acrobat
• Basic knowledge Publix phone systems, Avaya and Telstrat
• Basic knowledge of SharePoint, and PowerPoint
• Strong change management skills
• Expert communications skills. including exceptional writing and grammatical skills
• Strong analytical ability
• Excellent management/ leadership skills
• Strong ability to collaborate with others across the organization to positively influence, gain support for and keep stakeholders appraised of project status, risks and key changes
• Knowledge of crisis monitoring and communication plans
• Ability to work independently, be a self-starter and display a high degree of self-motivation, commitment, and integrity
• Ability to demonstrate a high level of maturity and tact
• Ability to work weekends and extended hours as business needs require

Nice To Haves

• Master’s degree in Business, Public Relations, Mass Communication, Marketing, New Media, Journalism
• At least 7 years of management or supervisory experience
• At least 10 years of professional communication experience
• At least 7 years in a customer service and/or retail role
• 5 years of project management experience
• 5 years of crisis communications experience
• Bilingual including written communication (Spanish and English)
• Advance knowledge of Windows, Word, Excel, and Adobe Acrobat
• Advanced degree in any of these fields
• At least 10 years of in-depth, hands-on experience in a call center environment
• Strong knowledge of Publix culture, business objectives, overall structure and relevant policies and processes
• Knowledge of contact center technologies, including but not limited to CCaaS, IVR, case management, CRM, and quality management solutions
• Knowledge of PowerBI or other data visualization software

Responsibilities

• Analyzing and reporting key performance indicators
• Establishing productivity benchmarks and performance standards
• Identifying trends and variances
• Isolating critical issues
• Recommending solutions for continuous quality improvement
• Partnering cross-functionally with leaders throughout the company to maintain a strong understanding of Publix business areas and elevate opportunities to enhance the overall customer experience
• Supporting the ongoing evolution of Customer Care by aligning people, processes, and technology to meet the needs of both customers and associates

What This Job Offers

• Job Type: Full-time
• Career Level: Manager