Customer Care Manager

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 and operations.
• 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 and operations.

• 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 customer experience.

• 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

Maintain currency.

• 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
Master’s degree in international business