What are the responsibilities and job description for the Manager of Customer Care position at ImOn Communications?
ImOn Communications has been the LOCAL choice for high-speed Internet, cable TV, and phone in Eastern Iowa since 2007. Since then, we have expanded our network to provide fiber Internet services to more than a dozen communities in Iowa and beyond! As we grow our network, we are looking for a Manager of Customer Care to join our team.
At ImOn, you will be part of a workplace that values relationships with colleagues, customers, and our community. Our culture is focused on fostering a fun and rewarding work environment where you'll help our team create connections, one person at a time.
The Customer Care Manager will be responsible for overseeing and managing the daily operations of the customer service department, ensuring that our customers receive the highest level of service. The ideal candidate will be passionate about delivering exceptional customer experiences, leading and coaching a team of customer care professionals, and driving continuous improvements in processes and service delivery.
Essential duties and responsibilities include but are not limited to :
- Manage the development and execution of initiatives and strategies designed to achieve customer service level goals including Saves, Upsells and Churn targets.
- Forecast future performance based on historical data and plan accordingly to meet expected standards.
- Identification and execution of staffing, scheduling, and tracking needs including Customer Care center forecast development.
- Motivate and lead Customer Care team. Hire, train, and develop team members.
- Monitor teams' performance, provide feedback and ensure timely delivery of performance reviews.
- Develop and deploy Customer Care best practices, policies, procedures, processes, standardized metrics and reporting.
- Guide Customer Care team through client challenges and appropriate decision-making.
- Manage team to performance standards and provide coaching for improvement when necessary.
- Manage department workflow, review and update processes when appropriate.
- Drive quality control - review and analyze daily and weekly activity; reports and QA.
- Proactively identify business issues, assess solutions and implement action plans.
- Regular coordination with other departments; strategic planning, prioritization, product development, program implementation, and client updates. Ensure successful execution of company initiatives and strategies.
- Drive department expense management; participate in budget and P&L planning and reviews.
- Manage IVR / phone software for adding / changing / adjusting items and maintaining users in the program.
- Manage 3rd party after-hours and overflow vendor to ensure they are meeting contractual guidelines and quality their phone calls
- Manage a multi-site customer care operations in each all ImOn Markets
Requirements
We are looking for people with :
At ImOn, we'll hook you up. We offer our employees a full benefit package to include :
