Customer Care Manager

3 Day Blinds
Columbia, MD
Jan 15, 2022
Jan 19, 2022
Full Time
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.WHAT'S IN IT FOR YOUAs 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.You'll 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 YOU'LL CONTRIBUTEPerformance ManagementMonitor and provide feedback on Agent, Team Lead and Supervisor job performance regularlyPropose 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 membersConduct call monitors and case audits to ensure highest level of serviceReview reporting on team performance and provide specific, measurable, attainable, realistic and time-bound goals to achieve department objectivesSupport the documentation of performance trends to help identify training opportunities and provide feedback to supervisors, team leads and front-line team membersTake ownership of and continually work to improve department processes and projects to improve results and reduce errorsMonitor appropriate contact center performance goals and implement programs to continually drive results and build team skillsTeam DevelopmentProvide strategic leadership to supervisors and team leads, broadening and elevating their abilitiesDevelop and execute reward and recognition programs designed to increase employee morale while driving performance successCreate succession plans for key roles with the Customer Care Contact Center, ensuring a bench of future leadersConduct ongoing analysis of the department and employee productivity using available statistical indicators and uses that analysis to detect developmental opportunitiesDevelop and update processes and procedures as appropriate to achieve desired production and quality goals for the teamOperational PerformanceLeverage role as a "leader of leaders" to improve on function and results of the contact center teamIdentify barriers and challenges within the department and work to remove themSet direction for team members to exceed expectations for service, productivity and accuracyImplement best practices to reduce escalated calls, retain business and create future opportunitiesUnderstand contact delivery paths and how call volumes, call types and call complexities impact staffing plans and customer serviceHandle escalated calls providing exceptional customer service and providing coaching and guidance to front-line team membersPartner with Customer Relations Leadership Team and be comfortable documenting, synthesizing and presenting service escalations to a range of audiences from the executive to frontline levelsSuggest, create and help implement best practices, training courses and standard operating procedures to reduce future escalations and provide a customer-centric experienceRecruiting and HiringCollaborate with Human Resources and Recruiting teams to develop success profiles for frontline and leadership team membersDesign interview questions and scoring systems to help identify the best candidatesDemonstrate successful interview strategies and techniques to supervisors and other team members to help identify successful candidatesDocument and provide feedback to recruiting partners on quality and quantity of applicantsProvide feedback and guidance on hiring, recruiting, onboarding and new hire training programsMiscellaneousSupport a positive work environment that results in employee retentionMotivate and encourage team membersDocument and work to resolve employee concerns following established paths as necessaryOther duties as assignedATTRIBUTES FOR SUCCESSThorough understanding of contact center technologies, employee development and training best practices particularly Nice inContactExperience with CRM systems as it relates to customer life-cycle management, engagement and retentionCustomer Service best practices and philosophiesStrong relationship-based service skills, with demonstrated customer service orientationMicrosoft Office Suite, particularly Excel and PowerPointUnderstand and carry out oral and written instructions and request clarification when neededEffective decision making skills, independently and as a member of a groupStrong interpersonal and communication skillsCollaboration and delegation of tasksPrioritization of work and multi-tasking in a fast paced environmentStrong follow-up skillsAdaptable to change and introduction of new technologyREQUIREMENTSMinimum 5 years' experience in a contact center leadership roleAvailability 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 workforceBackground in project management or other cross-functional leadership positionsHigh school degree or equivalentBachelor's Degree preferredExcellent verbal and written communication

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