Customer Care Manager

Summary

Join Verra Mobility Commercial Services as a Customer Care Manager and lead a team in delivering exceptional customer service across multiple channels. You will be responsible for implementing goals, managing performance, and driving continuous improvement initiatives. This role requires strong leadership, analytical, and communication skills, along with experience in contact center management. You will oversee personnel functions, including recruitment and development, and ensure the department meets established performance expectations. The ideal candidate aligns with Verra Mobility's core values of ownership, integrity, grace, and teamwork.

Requirements

• Bachelor’s degree or equivalent work experience
• 3-5 Years of experience in a Contact Center Supervisory or Management role
• Strong analytical, problem solving, and decision-making skills
• Demonstrated knowledge with Contact Center equipment and software programs, including IVR, call recording, workforce management, omni-channel
• Proficient using Microsoft Office products (Word, Excel, Visio, PowerPoint)
• Excellent communication and interpersonal skills
• Proven ability to meet deadlines, manage multiple priorities to achieve results in a fast paced, deadline-oriented work environment
• Demonstrated ability to foster an environment of teamwork, customer focus, communication, approachability, and empowerment

Responsibilities

• Directly manages a diverse team of multi-channel customer service personnel and team leaders to maintain conformance with varying service levels, monitor performance, and ensure the departments meets established performance expectations
• Identifies variances and creates effective process improvement plans that provide timely resolution to performance optimization
• Manages and coordinates operational priorities and workforce/workload management requirements towards the achievement of department objectives and goals
• Coordinates and implements continuous improvement initiatives by tracking service issues, identifying patterns and root causes, and executing on recommended solutions to enhance the overall customer service experience. Acts as an escalation path for researching and finding solutions for complex customer concerns
• Continuously evaluates policies, procedures, and systems with the goal of improving the customer experience, ensuring quality service, and improving efficiency and effectiveness
• Serves as a change-agent in helping to implement process and/or organizational change efforts across the department
• Accountable for the management of all personnel functions, including recruitment, onboarding, engagement, development, and offboarding
• Perform other duties as assigned by management

Preferred Qualifications

Experience with Ring Central & NICE