Senior Customer Care Manager
3 weeks ago
At Mass Markets in Wichita, Kansas, United States, we are seeking a highly motivated and experienced Senior Customer Care Supervisor to join our team. As a key member of our customer service leadership team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.
Job Summary:The Senior Customer Care Supervisor will be responsible for:
- Leading a team of 15-25 customer service representatives
- Coaching and developing team members to improve customer satisfaction and service quality
- Managing metrics and performance criteria to improve call center productivity
- Driving a culture of accountability, continuous improvement, and personal excellence
- Directing workforce management activities and setting performance goals and objectives
- Developing and maintaining strategies to ensure customer satisfaction on all service interactions
- Providing team motivation and development to maximize sales opportunities
- Responsible for the overall performance and productivity of direct reports
- Responsible for weekly payroll review and submission to ensure correct entries
- Responsible for driving the growth of revenue and profit originating from a call center
To be considered for this role, you must have:
- Minimum of 3 years call center management experience
- Associate's degree or equivalent combination of education and relevant work experience
- Exceptional interpersonal and communication skills
- Strong supervisory experience including staff development
- Advanced knowledge of Microsoft Office including Outlook, Excel, Word, and PowerPoint
- Demonstrated ability to drive sales through the actions of others
- Superior knowledge of call center tools and technology used to manage KPIs and SLAs
- Possess practical conflict resolution skills (both customer and agent conflict)
- Proven leader with advanced time management, planning, organizational, and multitasking skills
- Ability and eagerness to learn new products and systems
- Ability to work in a professional, fast-paced environment
- Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
- Clear, concise, and practical communication skills (both oral and written)
- A solution-oriented and positive mindset that openly embraces change and stretches goals
- Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues
- An ability to hold team members accountable for job performance including adherence, KPIs, and process
- The ability to thrive in a fast-paced, ever-changing, and high-pressure environment
Preferred qualifications include:
- Military, local, state, or federal government experience
- Graduation from an accredited two-year or four-year college or university
- Experience managing both remote and on-site reports
We offer a competitive compensation package, including:
- Standard starting compensation commensurate with experience
- Regular reviews and raises based on tenure and performance
- Paid time off and paid holidays
- Paid training opportunities
- Regular daily, weekly, and monthly incentives
- Medical, dental, and vision coverage options
- 401(k) plan
We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and experienced leader looking for a new challenge, please submit your application today.
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