Customer Care Manager
Customer Care Manager
Posted on :
21-08-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
JOB TITLE: Customer Care Manager
LOCATION: Santiago - on site
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
To provide leadership and management of a Center of Excellence team of customer care representatives dedicated to providing the highest level of support to customers in order to ensure complete customer satisfaction and thus a continuing relationship with Jostens. Provides help and assists in all the activities related to the department.
Responsibility/Function
Plan and implement call center strategies andoperations.
Determine operational strategies by conducting needs assessments performance reviews capacity planning and cost/benefit analyses
Identify and evaluate state-of-the-art call center technologies
Define user requirements
Establish technical specifications and production productivity quality and customer service standards
Contribute information and analysis to organizational strategic plans and reviews
Improve call center systems andoperations.
Provide direction on call center systems by developing customer interaction and voice response systems user interfaces and dashboards and user acceptance test plans
Drive performance results by managing process improvements team quality and productivity standards and metrics. Monitor evaluate and analyze metrics including quality assurance evaluations metrics reports and dashboards for the center and each team relating to productivity and profitability to ensure operating requirements and corporate objectives are met. Direct all actions necessary to achieve service level and performance goals.
Efficiently manage call center operations
Meet financial objectives by estimating requirements preparing an annual budget scheduling expenditures analyzing variances and taking corrective action as needed
Support and enable rapid business growth
Prepare performance reports by collecting analyzing and summarizing data and trends
Review and analyze business data to identify trends and recommend solutions to improve the performance of the customer operations team
Manage center processes and procedures to drive operational excellence for all touch points in the customer experience including customer inquiries problem resolution securing price increases selling new accounts and retaining existing accounts for all lines of business.
Manage staff to enhance the customerexperience.
Proactively forecast and develop the staffing plan based on business needs utilizing historical business volume trends promotional activities and customer use patterns
Define expectations for service teams regarding service level goals individual and team performance goals quality assurance targets and productivity levels. Lead and motivate the team to meet those goals.
Recruit select orient train assign coach counsel and discipline employees
Administer scheduling systems
Communicate job expectations
Plan monitor appraise and review job contributions
Plan and review compensation actions
Enforce policies and procedures
Maintaincurrency.
Track emerging trends in call center operations management
Attend educational workshops
Review professional publications
Establish personal networks
Benchmark state-of-the-art practices
Participate in a relevant professional organization
Required:
- Relevant degree (Business Engineering etc.) or equivalent combination of education and experience
- At least five (5) years of management experience in a high-volume technically advanced 24/7/365 inbound customer care call center
- A demonstrated and proven commitment to Customer Focus and Customer Service
- Demonstrated high-level people skills verbal communication and coordination.
- Demonstrated Change Management skills and experience.
- Demonstrated prior success in process improvement process management problem-solving creating and fostering a team environment and people management.
- Knowledge and understanding of the role and impact of social media in the Customer Care environment.
- Ability to develop support and retain a high-performing team.
- Demonstrated Project management and organization skills.
- Ability to work individually or with groups to achieve individual team and company goals.
- Demonstrated ability to improve processes leading to improved customer and/or team member experience.
- Deep understanding of Call Center efficiency levels (e.g. Service Level Occupancy)
- Demonstrated decision-making skills.
- Business acumen
Preferred:
- Prior experience with organizational transformation from a reactive servicing to a proactive selling focus.
- Working level or higher knowledge of MS Project
- Experience with inside sales/outbound telemarketing
- Masters degree in international business
Required Experience:
Manager
Employment Type
Full Time
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
