Find your new career TODAY!

Manager I, Customer Care

Date Posted
21st December 2017
Reference
VAC-27728
Sector
Customer Service & Call Centre, Management
Job Type
Permanent
Location
Montego Bay
Salary
Not Disclosed

Job Summary

Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns

Job Description

Purpose:

  • Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.  
  • 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.


Scope:

  • 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.

Upload a New Document for this application

Email*  
 
Password* Confirm Password*
First Name* Last Name*
Home Location*:
Caribbean
How did you find us?*
Cover Letter
By submitting this form you agree to our terms of use