Customer Care Manager

Summary

Join California Closets as the Manager of Customer Care and lead a dynamic team dedicated to providing exceptional customer experiences. You will oversee day-to-day operations, guide a team of 10-15 Customer Liaisons and Specialists, and collaborate with market leaders to meet performance KPIs. This hands-on role requires expertise in systems, processes, and workforce management, including forecasting and staffing. You will also be responsible for coaching, performance management, and driving continuous improvement. The ideal candidate will have a proven track record of success in call center management and a passion for creating lasting customer relationships.

Requirements

• 5-7 years of Call Center Management experience
• Have a proven track record leading successful Call Centers
• Direct management of a team of individuals
• Excellent verbal and written communication

Responsibilities

• Effectively lead the day-to-day operation of the Central Support team members by providing direction and ensuring business goals are met
• Direct management of a staff consisting of 10-15 Customer Liaisons, Specialists and Team Leads performing tasks such as consultation scheduling, technical Support and back-office administration through various communication channels
• Be accountable for departmental KPI’s including but not limited to, lead management metrics, complaint and feedback handling, quality, teamNPS and standard call center metrics
• Ensure Workforce Management by ensuring appropriate staffing and service delivery to meet service level goals. Forecast volume and make distribution recommendations to the Director
• Serve as the point of contact for all markets supported by Customer Care by preparing performance reports and analyzing data and trends. Conduct monthly and Quarterly market business reviews and make continuous recommendations for improvements to drive Performance results
• Partner with the Manager of Customer Success in the development of departmental SOP’s and training for the Central Support team as well as the Call Center business partner while ensuring effective execution of best practices
• Determine that Call Center Training requirements are met by conducting team member assessments, performance reviews, timely coaching and adhering to performance improvement protocols
• Drive culture shaping activities that provide training, mentorship and motivation to the staff, including hiring and onboarding, retaining talent, handling personnel administration such as payroll and performance management
• Set expectations for performance based on feedback and ensure the team is adhering to procedures and achieving individual goals and department level performance metrics
• Manage the Quality Assurance program and provide guidance and support to Quality Assurance Team Lead. Audit and monitor transactions, tracking opportunities, and provide coaching and feedback to both internal and external teams

Preferred Qualifications

• Program or Client Services management experience
• Call Center vendor management experience