Inbound Customer Care, Manager

Elanco•Indianapolis, IN

4d•Hybrid

About The Position

The Inbound Customer Care Manager is a pivotal leadership role for overseeing a team of customer care representatives. This position ensures the delivery of gold standard inbound customer support and exceptional customer experiences, driving operational excellence through process optimization, timely order fulfillment, effective issue resolution, and the leveraging of technology to maximize team productivity and service agility. As a key liaison between Operations, Sales Leadership, and Marketing, the Manager fosters a culture of excellence, accountability, and proactive communication within and across teams. Responsibilities include providing supervision and oversight for all customer support activities, such as phone-based interactions and processing customer communications. A core aspect of this role involves coaching, performance management, and implementing robust personnel development initiatives for the Customer Care team.

Requirements

Bachelor’s degree or 4 years equivalent experience in team leadership, operations management, or business process improvement.
Must have at least 3 years of customer service experience (i.e., retail, hospitality, call center, etc).

Nice To Haves

Proven experience managing and leading a customer support team, including call queue oversight, hiring, onboarding, performance management, and team development, highly preferred.
Demonstrated track record of improving operational efficiency and meeting productivity and performance targets.
Experience with continuous improvement or project management methodologies preferred.
Strong verbal and written communication skills with a customer-first mindset and effective conflict resolution skills.
Excellent organizational, time management, and prioritization skills.
Effective collaborator with proven ability to work across diverse business functions and with internal/external customers.
Strong analytical and problem-solving skills, including root cause identification and solution implementation.
Proficient with basic computer applications (Word, Excel, PowerPoint) and capable of learning new systems.
Commitment to maintaining a culture of compliance and integrity.
A high level of professionalism in all interactions.
English required, but Spanish language skills are a positive attribute.

Responsibilities

Lead, mentor, and develop a team of customer care representatives fostering a high-performance, customer-centric culture.
Monitor team performance, provide coaching, and ensure adherence to regulatory, quality, and compliance standards.
Oversee efficient processing of all inbound customer communications and issue resolution.
Serve as an escalation point for complex customer issues.
Apply basic continuous improvement principles to identify and resolve daily operational bottlenecks within the work unit.
Define, track, and analyze key performance indicators (KPIs) and productivity metrics to ensure the work unit meets or exceeds established internal performance targets.
Identify and recommend tools or workflow enhancements that improve the daily efficiency of the customer care representatives.
Actively participate as a member of P&VS and Customer Service leadership teams, supporting cross-functional initiatives.
Collaborate with Operations, Sales, and Marketing to ensure seamless customer journeys and support product launches and other cross-functional initiatives as needed.
Oversee allocated staff to ensure productivity targets are met while maintaining high quality and compliance standards. Includes recruiting, hiring, and onboarding new team members.