Mgr Cust Care Center

This critical role will oversee NuCO2’s call center operations ensuring efficiency, excellent customer service, and effective team management. The ideal candidate will have a proven track record of managing call center teams, optimizing performance metrics, and implementing strategies that enhance customer satisfaction. The Manager of Customer Care Center will be an important member of the Customer Support Department’s management team and will work closely with management from throughout the organization to ensure the highest level of support to customers and internal stakeholders.

Essential Duties and Responsibilities:

• Lead, mentor, and manage Customer Care Center Supervisors and Customer Service Representatives to achieve performance targets.
• Hire, train, develop and retain a talented staff of approximately 45 employees.
• Manage staff schedule to ensure proper shift coverage 24 hours per day, 7 days per week, to achieve key performance indicators.
• Develop and implement policies and procedures to improve efficiency and service quality.
• Monitor and analyze key performance indicators (KPIs) such as call volume, response time, resolution rates, and customer satisfaction.
• Ensure adherence to company policies, industry regulations, and compliance standards.
• Drive employee engagement and training programs to enhance team skills and productivity.
• Handle escalated customer complaints and complex issues effectively.
• Optimize call center technology and reporting tools to streamline operations.
• Collaborate with other departments to align call center strategies with overall business objectives.
• Prepare and present reports on call center performance, trends, and improvement strategies to senior management.
• Foster a positive, customer-focused culture within the team.
• Serve as a project leader for the Customer Support team and as a contributor to priority business projects

Qualifications:

• 3 years of experience in a call center management or supervisory role.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Proficiency in call center software, CRM systems, and reporting tools.
• Data-driven mindset with experience in performance analytics and process optimization.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Customer-centric mindset with a passion for delivering exceptional service.
• Proficiency in workforce management, forecasting, and scheduling.

• Able to easily transition from one activity to another; flexible.
• Strong conflict-resolution skills.

• Ability to read and interpret documents such as contracts, pricing and equipment.

• Organized and detail-oriented; able to manage time effectively.

• Proficient in all Microsoft Office Applications and JDE.

Education:

• Bachelor’s degree in business or Related Business Experience

Preferred experience:

• Experience in a high-volume call center environment.
• Knowledge of workforce management, forecasting, and scheduling.
• Experience with Avaya Call Center Management platform.
• Familiarity with JDE Enterprise Resource Planning (ERP) system.
• Familiarity with customer experience (CX) strategies and best practices.

Experience

• 3 year(s): Call center management or supervisory role
• 1 year(s): High-volume call center environment

• 1 year(s): JDE Enterprise Resource Planning (ERP) system
• 1 year(s): Avaya Call Center Management platform

Education

• Bachelors or better in Business Administration or related field

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)