JobsEQ by Chmura Logo

Customer Service Senior Manager

Ashley

Location: Tampa, Florida
Type: Non-Remote
Posted on: July 27, 2021
This job is no longer available from the source.
Summary:
Senior Manager of Customer Care is responsible for directing the daily activities and customer needs of the supported business unit(s) or facility(ies). The Senior CC Manager leads, mentors and develops staff to achieve overall implementation of best practices to support achievement of corporate business objectives. This position will provide services to employees and management to maintain and improve all aspects of the customer experience as well as build and maintain a positive working environment.
Senior Manager of Customer Care will provide direction and support to fully service our customers, establish and maintain Key Process Measures for the assigned Customer Care/Service Department, and develop a productive work environment with clear and precise guidelines/standard operating procedures. Additionally, they will provide wise and sound decisions for customer and employee enhancement, effectively establish objectives and performance standards regarding evaluations, strengths & weaknesses, attendance, conduct and technological skills and will drive change and encourage growth to achieve the company mission of “world class customer service.”
Responsibilities:
• Manage the day-to-day operations of a team of Customer Care/Service Managers and Supervisors to ensure excellent customer service and satisfaction, adherence to standard operating procedures, and high-efficiency completion of tasks.
• Drive change and encourage growth by providing guidance and support to employees; aid employees with difficult customers and situations by coaching them and demonstrating effective and professional communication with internal and external customers at all times.
• Manage proper staffing levels to ensure coverage for work completion and availability for customers
• Collaborate with management and leaders from various departments to review opportunities for customer care and meeting KPIs.
• Coordinate and manage the work of employees by directing members of the team to meet the area’s goals. Audit regularly to ensure standard operating procedures are being adhered to.
• Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring and administering performance reviews. Recommend, plan and/or implement employee training and skill development activities.
• Audit, maintain and ensure employee time-keeping and absentee records are accurate.
• Communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company-offered learning opportunities.
• Review and make recommendations for adjustments to current processes; monitor changes and provide updates to management.
• Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.