Remote Customer Care Manager

Summary

Join Extend, a modernizing force in the protection plan industry, as their Customer Care Manager! Reporting to the Director of Customer Care, you will oversee omni-channel contact center operations, including internal and BPO teams. Your responsibilities encompass performance management, process improvement, and ensuring exceptional customer service. You will analyze data, identify trends, and implement solutions to enhance efficiency and customer experience. This fully remote position requires a minimum of 5 years of relevant experience in vendor management, contact center operations, or claims management. The ideal candidate possesses strong analytical and communication skills and thrives in a fast-paced environment.

Requirements

• Minimum of 5 years experience in vendor management, contact center operations, BPO management, or claims management
• Experience managing remote agents
• Experience managing both voice and written channels in contact center operations
• Proven track record in managing BPO partners, including performance management
• Strong analytical skills with the ability to interpret data and make data-driven decisions
• Excellent communication and interpersonal skills
• Proficiency in data and reporting tools (e.g., Google Suite, Excel, Tableau)
• Results-oriented with a focus on achieving and exceeding targets
• Problem-solving mindset with a proactive approach to identifying and resolving issues
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs
• Self driven with a strong sense of urgency, able to prioritize and manage multiple tasks efficiently in a fast paced environment

Responsibilities

• Oversee internal and BPO contact center operations to ensure adherence to SLAs, KPIs and customer experience goals, consistently meeting or exceed performance standards
• Foster a positive, customer-focused culture, aligning team with the company’s customer service values and goals
• Monitor daily, weekly, and monthly performance metrics, including service levels, quality scores, customer satisfaction scores, and productivity
• Prepare and present detailed performance reports and agent scorecards including metrics, trends, and action plans
• Develop and implement individualized coaching, development, and action plans both internally and with the BPO to address performance gaps, enhance team skills, and continuously improve service delivery
• Conduct quality monitoring, audits, and feedback loops, to maintain high service standards and ensure compliance to processes
• Manage internal and BPO staffing levels to ensure adequate coverage and alignment with forecasted volumes and service targets
• Analyze data to identify trends, root causes of performance issues, and areas for improvement
• Provide insights and recommendations based on data analysis to drive best practices
• Ensure contact center agents comply with company policies, regulatory requirements, and industry best practices
• Lead initiatives for process improvements, working with cross-functional teams to implement solutions that enhance customer experience and operational efficiency

Benefits

• Fully remote position
• Competitive salary based on experience, with full medical and dental & vision benefits
• Stock in an early-stage startup growing quickly
• Very generous, flexible paid time off policy
• 401(k) with Financial Guidance from Morgan Stanley