Customer Care Operations Manager

📋 Description

• Independently lead the day-to-day operation of the Central Support team, establishing priorities
• Directly manage Customer Liaisons, Specialists and Team Leads responsible for consultation
• Own departmental performance and KPIs, including lead-management metrics, complaint and feedback
• Serve as the primary operational point of contact for markets supported by Customer Care
• Lead hiring, onboarding, coaching, performance management, payroll administration, schedules and
• Manage the Quality Assurance program and provide guidance to the Quality Assurance Team Lead

🎯 Requirements

• 7+ years of progressive customer care or contact-center experience, including demonstrated
• Demonstrated experience managing outsourced contact-center or BPO relationships
• Strong understanding of contact-center workforce-management principles
• Experience working with Salesforce or a comparable CRM in a lead-management, campaign, queue or
• Thorough understanding of contact-center KPIs and performance drivers
• Experience leading operational incidents or cross-functional escalations