What are the responsibilities and job description for the Customer Care Manager position at Mom's Meals | A Purfoods Company?
Position Summary
The Customer Care Manager is responsible for the day-to-day operations of a contact center for Mom’s Meals. This role will directly manage 5-6 supervisors, and will indirectly manage approximately 100 hourly employees.
Position Responsibilities may include, but not limited to
- Monitor Call Center productivity to ensure successful attainment of department goals and objectives
- Monitor individual and team dynamics and identifies both positive and negative performance trends
- Determine work procedures and lead process improvement initiatives within the Customer Care Department
- Study and standardize procedures to improve efficiency
- Manage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the department
- Participate in the hiring, coaching, and termination of employees, with assistance from Human Resources
- Effectively facilitate team meetings and is responsible for communication strategy to the Contact Center
- Assist with external clients to handle higher level concerns
- Responsible for 100 representatives and 5-6 supervisors
Required Skills and Experience
