Customer Care Manager
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Job Location:
Des Moines, IA - USA
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
The Customer Care Manager is responsible for the day-to-day operations of a contact center for Moms Meals. This role will directly manage 6-9 supervisors and will indirectly manage approximately 150 hourly employees.
Position Responsibilities may include but not limited to
- Monitor Call Center productivity to ensure successful attainment of department goals and objectives
- Monitor individual and team dynamics and identifies both positive and negative performance trends
- Determine work procedures and lead process improvement initiatives within the Customer Care Department
- Study and standardize procedures to improve efficiency
- Manage the budgetary requirements of the department ensuring staffing is accurate and meets the demands of the department
- Participate in the hiring coaching and termination of employees with assistance from Human Resources
- Effectively facilitate team meetings and is responsible for communication strategy to the Contact Center
- Assist with external clients to handle higher level concerns
- Responsible for 125-175 hourly employees and 6-9 supervisors
Required Skills and Experience
- Bachelors Degree or equivalent education and experience
- 5 years of call center leadership experience
- Proficient in Microsoft Office Suite with focus on Word Excel and Outlook
- Excellent verbal telephone and written communication skills
- Ability to multi-task and handle numerous assignments simultaneously
- Strong leadership skills and the ability to take initiative
- Ability to work well in a team environment
- Effective training and meeting skills
- Professional positive and enthusiastic attitude
- Proven performance management coaching and counseling skills
- Strong attention to detail and analytical skills
Physical requirements
- Repetitive motions that include the wrists hands and/or fingers
- Sedentary work that primarily involves sitting remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision depth perception and the ability to adjust focus
Company Overview
Moms Meals is a home-delivered meal service providing fully prepared refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community Moms Meals could be the place for you! We are a family operated business looking for fun compassionate and friendly people who want to make a difference in the lives of others.
EEO
Moms Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race religion national origin ancestry color gender age disability sexual orientation or military status.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
