Customer Care Manager

Customer Care Manager

We are seeking a proactive and experienced Customer Care Manager to lead and support a team of customer service and administrative professionals, including both in-office and global / virtual employees. The ideal candidate will oversee customer service operations, ensuring high-quality service to our clients and efficient administrative functions for our operations team. This position involves supervising staff, providing performance feedback, and ensuring continuous training to improve customer service skills. The Customer Care Manager will also play a key role in resolving customer complaints, ensuring adherence to company policies, and managing daily operations.

North Richland, Hills, Tx

Key Responsibilities :

• Staff Management : Supervise and support customer service and administrative staff, including both in-office and virtual / global team members, ensuring compliance with company policies and procedures.
• Scheduling & Time Management : Coordinate team schedules, approve time off requests, manage lunch breaks, and ensure adequate staffing coverage. Review and approve timecards, ensuring proper coverage for global and in-office team members.
• Performance Oversight : Monitor staff performance and provide feedback. Implement performance management processes, including regular reviews and development plans.
• Team Meetings : Lead monthly meetings with the department to discuss performance, goals, and improvements. Coordinate virtual meetings to accommodate global team members.
• Training & Development : Facilitate ongoing training and development programs to enhance customer service skills and operational efficiency, ensuring global and virtual employees have the necessary support.
• Collaboration with CSSC Leadership : Work closely with customer care leadership to identify areas for improvement. Sample a set number of transferred calls weekly to assess branch access and ensure accurate information is available to reduce call transfers.
• Customer Escalations : Handle customer complaints and escalations, ensuring issues are resolved effectively and professionally.
• Operational Reporting : Review reports to ensure timely call handling, monitor branch access for missing information, and identify areas for operational improvement.
• Process Improvement : Develop and implement procedures to improve efficiency and resolve customer issues more effectively.
• Onboarding & Training : Work with the HR Manager to assist with the onboarding of new employees, ensuring virtual and in-office team members have a smooth and effective transition.
• Code Enforcement : Oversee the code enforcement process for our client communities.
• Other Duties : Perform other responsibilities as assigned to support the team and company goals.

Requirements

Required Skills & Qualifications :