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Manager I, Customer Care

Date Posted
21st December 2017
Customer Service & Call Centre, Management
Job Type
Montego Bay
Not Disclosed

Job Summary

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

Job Description


  • 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.


  • 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.

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