Customer Care Manager

December 20

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Description

β€’ The Customer Care Manager will oversee our omni-channel contact center, including both internal and BPO teams. β€’ Responsible for ensuring that both internal and external agents meet or exceed service level agreements (SLAs), quality standards, and performance targets. β€’ Drive process improvements, enhance efficiency, and ensure exceptional customer service. β€’ Manage internal and BPO staffing levels to ensure adequate coverage and alignment with forecasted volumes and service targets. β€’ Lead initiatives for process improvements, working with cross-functional teams to implement solutions that enhance customer experience and operational efficiency.

Requirements

β€’ Minimum of 5 years experience in vendor management, contact center operations, BPO management, or claims management β€’ Experience managing remote agents β€’ Experience managing both voice and written channels in contact center operations β€’ Proven track record in managing BPO partners, including performance management β€’ Strong analytical skills with the ability to interpret data and make data-driven decisions β€’ Excellent communication and interpersonal skills β€’ Proficiency in data and reporting tools (e.g., Google Suite, Excel, Tableau) β€’ Results-oriented with a focus on achieving and exceeding targets β€’ Problem-solving mindset with a proactive approach to identifying and resolving issues β€’ Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs β€’ Self driven with a strong sense of urgency, able to prioritize and manage multiple tasks efficiently in a fast paced environment.

Benefits

β€’ Competitive salary based on experience, with full medical and dental & vision benefits. β€’ Stock in an early-stage startup growing quickly. β€’ Very generous, flexible paid time off policy. β€’ 401(k) with Financial Guidance from Morgan Stanley.

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