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Manager I, Customer Care

Date Posted
13th October 2016
Customer Service & Call Centre, Management
Job Type
Not Disclosed

Job Summary

Responsible for responding to customer inquiries and complaints regarding Xerox's records, billings, contract renewals, and supply returns.

Job Description

Directs and/or manages all activities associated with Call Center operations. Maintains and enhances customer services by organizing and evaluating service, delivery systems and procedures. Supervises a staff of employees, working to develop and coach talent to ensure the successful operation of the team and organization.


  • Adapts departmental plans and priorities to address resource and operational challenges 
  • Requires in-depth knowledge and experience 
  • Decisions are guided by policies, procedures and business plan; receives guidance from manager 
  • Generally domestic accountability

Primary Responsibilities: 

  • Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems. 
  • Establishes and implements performance and service standards. 
  • Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations. 
  • Ensures productivity meets or exceeds service and quality standards. 
  • Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching 
  • Provides guidance, leadership and motivation to promote maximum performance 
  • Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective. 
  • Measures service levels and tracking systems for program improvement. 
  • Analyzes and resolves customer service escalations 
  • Administers company personnel policies in all areas and follows company staffing standards and training recommendations. 
  • Maintains adherence in areas such as attendance, punctuality, use of time-off, etc.

Candidate Education: 

  • Minimum Bachelor's Degree or applicable work experience in a customer service role

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