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Manager, Contact Center Customer Care
4 months ago
Overview:
**This is a hybrid role in the Malvern, PA office.**
Who we are:
At CubeSmart, we’re intentional about culture. You can experience it everywhere from our mission statement of “genuine care” to our “It’s What’s Inside That Counts” tagline to calling each other “teammates” rather than employees. This spirit fosters a fun and collaborative environment that has resulted in our rapid growth and being recognized amongst the top in our industry.
CubeSmart’s award-winning team is made up of people who genuinely care. Teammates care about our customers and the life events and/or business needs they are facing. Teammates are passionate, responsible and understanding. The CubeSmart team is made up of people who have a can-do attitude, are committed to their own success and the success of the company, and lead by example.
If this sounds like a team and culture that matches your personal values and motivations, we want to hear from you.
**Responsibilities**:
- Build and maintain strong relationships with key clients, understanding their needs and ensuring their success.
- Proactively identify opportunities to improve customer experience and drive continuous improvement initiatives.
- Lead a diverse team, providing guidance and support to achieve departmental goals.
- Design and implement comprehensive training programs for new hires and ongoing training for existing employees.
- Conduct regular assessments to evaluate training effectiveness and identify areas for improvement.
- Collaborate with internal department to address skill gaps and enhance employee performance.
- Foster a culture of continuous learning and development within the organization.
- Develop and maintain quality assurance processes to ensure adherence to company standards and policies.
- Establish metrics and benchmarks to measure performance and identify opportunities for improvement.
- Conduct regular audits of customer interactions, providing constructive feedback and coaching to frontline staff.
- Analyze data trends to identify root causes of issues and assist in developing corrective actions as necessary.
- Implement systems and processes for collecting, analyzing, and acting upon customer feedback.
- Work closely with cross-functional teams to address customer concerns and drive resolution.
- Utilize feedback insights to drive product/service improvements and enhance overall customer satisfaction.
- Communicate feedback trends and actionable insights to senior management and relevant stakeholders.
Qualifications:
- Bachelor’s degree or equivalent experience in Business or related field
- Minimum of 5 years of experience in a call center environment, with at least 1 year in a training and quality assurance leadership role.
- Proven experience in a leadership role, preferably in customer success, training, or quality assurance.
- Strong understanding of customer success principles and methodologies.
- Excellent communication and interpersonal skills, with the ability to effectively engage with clients, team members, and stakeholders.
- Demonstrated ability to lead and motivate teams to achieve departmental objectives.
- Proficiency in contact center software, quality assurance tools, and Microsoft Office Suite
- This role is responsible for the direct supervision of one or more teammates.
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