Senior Customer Care Manager

3 weeks ago

Topeka, Kansas, United States Kansas Action for Children Full time
Job Title: Senior Customer Care Supervisor

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
Requirements:

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:

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
Compensation:

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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