Customer Care Manager

Columbia, MD, United States

**Customer Care Manager**

at 3 Day Blinds - Corporate Columbia, MD With over 40 years of success, 3 Day Blinds has become the leading national retailer and manufacturer of quality custom made blinds, shades, draperies and shutters. We help transform our client's homes and workplaces by offering a wide variety of products that add beauty and comfort to every space. It takes a talented group of individuals to do what we do, and we do it together as One Team. We strive to create a culture of learning and opportunity, and most importantly, an environment where you can feel passionate and connected to your work every day.

The Manager, Customer Care contributes to the success of 3 Day Blinds through their monitoring of the efficiency of the customer care department and applying methods to improve processes including customer service, case management, de-escalation, data analysis, ongoing training initiatives and implementing new technology. The Manager, Customer Care is responsible for coordinating with the other members of the leadership team to support front-line agents in handling phone calls and email requests efficiently, effectively, and accurately. The Manager, Customer Care enhances the customer experience and department efficiency through improvements in system knowledge and application, quality assurance measures and by meeting evolving training needs to support new initiatives and programs.

**WHATS IN IT FOR YOU**

* As a Customer Care Manager, you will ensure our internal and external clients receive the superior client experience that is part of our brand promise and Core Values.

* Youll receive competitive pay and benefits including medical, dental, vision, paid time off and a 401(k) plan with a degree of employer matching.

* We work hard, but we also celebrate success and find ways to have fun.

We are looking for ambitious and driven individuals to join our growing team. We operate in a high-performance, dynamic culture and our work atmosphere is entrepreneurial. If this sounds like it could be you, read on!

**HOW YOULL CONTRIBUTE**

* **Performance Management**

+ Monitor and provide feedback on Agent, Team Lead and Supervisor job performance regularly

+ Propose and execute strategies to drive results and help achieve department KPIs such as, Average Handle Time, Agent Availability, Quality Assurance/Customer Satisfaction, Schedule Adherence, Speed to Resolution. Collaborate in the development of quality assurance scorecards and other quantifiable performance measurements to provide coaching and feedback to customer care team members

+ Conduct call monitors and case audits to ensure highest level of service

+ Review reporting on team performance and provide specific, measurable, attainable, realistic and time-bound goals to achieve department objectives

+ Support the documentation of performance trends to help identify training opportunities and provide feedback to supervisors, team leads and front-line team members

+ Take ownership of and continually work to improve department processes and projects to improve results and reduce errors

+ Monitor appropriate contact center performance goals and implement programs to continually drive results and build team skills **Team Development**

+ Provide strategic leadership to supervisors and team leads, broadening and elevating their abilities

+ Develop and execute reward and recognition programs designed to increase employee morale while driving performance success

+ Create succession plans for key roles with the Customer Care Contact Center, ensuring a bench of future leaders

+ Conduct ongoing analysis of the department and employee productivity using available statistical indicators and uses that analysis to detect developmental opportunities

+ Develop and update processes and procedures as appropriate to achieve desired production and quality goals for the team **Operational Performance**

+ Leverage role as a leader of leaders to improve on function and results of the contact center team

+ Identify barriers and challenges within the department and work to remove them

+ Set direction for team members to exceed expectations for service, productivity and accuracy

+ Implement best practices to reduce escalated calls, retain business and create future opportunities

+ Understand contact delivery paths and how call volumes, call types and call complexities impact staffing plans and customer service

+ Handle escalated calls providing exceptional customer service and providing coaching and guidance to front-line team members

+ Partner with Customer Relations Leadership Team and be comfortable documenting, synthesizing and presenting service escalations to a range of audiences from the executive to frontline levels

+ Suggest, create and help implement best practices, training courses and standard operating procedures to reduce future escalations and provide a customer-centric experience **Recruiting and Hiring**

+ Collaborate with Human Resources and Recruiting teams to develop success profiles for frontline and leadership team members

+ Design interview questions and scoring systems to help identify the best candidates

+ Demonstrate successful interview strategies and techniques to supervisors and other team members to help identify successful candidates

+ Document and provide feedback to recruiting partners on quality and quantity of applicants

+ Provide feedback and guidance on hiring, recruiting, onboarding and new hire training programs **Miscellaneous**

+ Support a positive work environment that results in employee retention

+ Motivate and encourage team members

+ Document and work to resolve employee concerns following established paths as necessary

+ Other duties as assigned

**ATTRIBUTES FOR SUCCESS**

* Thorough understanding of contact center technologies, employee development and training best practices particularly Nice inContact

* Experience with CRM systems as it relates to customer life-cycle management, engagement and retention

* Customer Service best practices and philosophies

* Strong relationship-based service skills, with demonstrated customer service orientation

* Microsoft Office Suite, particularly Excel and PowerPoint

* Understand and carry out oral and written instructions and request clarification when needed

* Effective decision making skills, independently and as a member of a group

* Strong interpersonal and communication skills

* Collaboration and delegation of tasks

* Prioritization of work and multi-tasking in a fast paced environment

* Strong follow-up skills

* Adaptable to change and introduction of new technology

**REQUIREMENTS**

* Minimum 5 years experience in a contact center leadership role

* Availability to work business hours of operation Monday through Friday, with an occasional need to support on Saturdays.

* This position offers the ability to work from home in a distraction free workplace and would require monthly in-person meetings.

* Experience leading a distributed workforce

* Background in project management or other cross-functional leadership positions

* High school degree or equivalent

* Bachelors Degree preferred

* Excellent verbal and written communication

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