Remote Customer Care Manager

Summary

Join our team as a Customer Care Manager and oversee our omni-channel contact center, ensuring adherence to service level agreements, quality standards, and performance targets. Foster a positive culture, monitor performance metrics, and develop coaching plans to address performance gaps.

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
• 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

• Competitive salary based on experience
• 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