Manager, Customer Care Quality

Saia • Charlotte, NC

3d

About The Position

The Manager, Customer Care Quality manages customer service operations across multiple terminals in a geographic region. The role is responsible for maintaining high customer satisfaction by overseeing service teams, monitoring performance metrics, resolving customer concerns, and partnering with local leadership to meet regional customer service goals. The manager also works with customer service trainers and internal stakeholders to improve employee capabilities, business processes, productivity, and the overall customer experience.

Requirements

• 5+ years of customer service experience.
• Prior management experience.
• Willingness to travel 25% or more of the time.

Nice To Haves

• Bachelor’s degree in business or a related area.

Responsibilities

• Supervise customer service operations across multiple terminals, including coaching representatives, setting performance goals, and providing feedback to improve customer interactions.
• Track customer service metrics, including call resolution time, customer satisfaction scores, and representative productivity.
• Review customer service calls and interactions for adherence to company standards and quality guidelines.
• Handle complex customer complaints and escalated issues that representatives cannot resolve.
• Work with customer service trainers to provide ongoing training and development for customer service representatives.
• Collaborate with sales, operations, and other internal stakeholders to ensure a seamless customer experience.
• Develop and implement strategies to improve business processes, increase productivity, and enhance the customer experience.

Benefits

• Competitive compensation and great benefits.
• Opportunities to learn new skills and advance.
• Employee performance recognition and rewards.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed