Customer Care Manager
Dallas, TX, United States
Job Description:
Likewize is searching for a Customer Care Manager to join our team at our global Headquarters in Southlake, TX.
Your day-to-day responsibilities include but are not limited to:
Deliver excellent internal and external customer satisfaction by demonstrating exemplary leadership.
Achieve business objectives for call center customer care operations and all related performance goals while ensuring the highest level of operational efficiencies through planning, continuous monitoring and analysis of the call center operation.
Provide ongoing evaluation of processes and procedures and drive improvements in area operations, efficiency and service to both internal and external customers. Implement call center best practices and drive call center management education to instill accountability for productivity and performance goals within the call center team, and within the call center management team, developing a metric-driven focus.
Leverage technology to maximize support for delivering best in class customer service.
Ensure the full exploitation of call center technology hardware/software to maximize planning, staffing, call flow, customer satisfaction and overall call center performance.
Ensure all aspects of call center are working in unison (Call Center, Technology, Handset Logistics and Account Management).
Establish best practices and effectiveness metrics to support a service strategy. Audit and trend all key performance indicators against strategic and tactical goals.
Ensure that services are provided in accordance with current contractual standards and applicable regulations. Work with Risk Officer closely to minimize risk derived by call center activity.
This position is an exempt position. Exempt employees are expected to give full professional attention to their work and to be normally available during business hours, including working any hours necessary to perform the duties of the job. This position may require employees to work evenings, weekends, occasional holidays and to travel.
If you are who we are looking for, you will have the following education, skills and/or experience.
2 years management experience. Must have the ability to recruit, evaluate, motivate and develop successful teams.
Experience in working with a customer service organization.
Superior communication skills, both written and oral.
Strong, proven analytical skills.
Fully versed in Microsoft office and particularly uses related to reporting.
Our global headquarters in Southlake TX is easily accessible to both Dallas and Fort Worth and we are 5 minutes from Southlake Town Square. We offer competitive compensation, market leading benefits and many fantastic onsite amenities through our real estate partner, VariSpace. VariSpace is designed to elevate the way businesses approach the office. Our innovative workspace brings a first-class employee experience with covered parking, spacious break areas, raffles/games, onsite gym, cafeteria and state of the art facilities.
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