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

Mom's Meals | A Purfoods Company

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Mom's Meals | A Purfoods Company | Customer Care Manager