Position Summary

The Customer Care Manager is responsible for the day-to-day operations of a contact center for Mom’s Meals. This role will directly manage 5-6 supervisors, and will indirectly manage approximately 100 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 100 representatives and 5-6 supervisors

Required Skills and Experience

• Bachelor’s Degree or equivalent education and 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
• Excellent listening and feedback skills
• 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