Customer Care Manager
Customer Care Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a highly skilled Care Manager Service Assurance to lead and oversee all aspects of our customer service operations. This role requires a handson leader with BPO experience call center expertise and strong managerial skills to drive service excellence and operational efficiency.
Key Responsibilities
- Customer Service Management: Oversee all customer service functions ensuring highquality service delivery.
- Call Center Operations: Manage inbound and outbound call operations ensuring optimal performance in line with key metrics such as Average Talk Time (ATT) and Average Time to Pick Up (ATPU).
- Service Management: Monitor and improve customer interactions through IVR/ACD systems ensuring an efficient call flow.
- Billing & Analytics: Supervise billing operations analyze trends and optimize service processes.
- Team Leadership: Directly manage a team of 10 or more customer service professionals providing mentorship and performance management.
- Scheduling & Time Management: Develop and maintain efficient schedules ensuring coverage nonoverlapping shifts and vacation management.
- Performance Metrics & Reporting: Track and analyze call center statistics to optimize team performance.
- Keeping in security requirements as needed to maintain SOC2
Qualifications :
Qualifications & Experience
- 45 years of managerial experience in a BPO/customer service environment
- Strong background in customer service billing and service management
- Indepth knowledge of call center operations including IVR/ACD systems
- Experience managing inbound and outbound call teams
- Ability to track and analyze key performance indicators such as ATT ATPU and other call center metrics
- Excellent people management skills including scheduling time management and vacation planning
- Proficiency in billing analytics and process improvement
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
