Manager Customer Care

Gazette Regional/Media Company
modified 2/11/2010

Duties & Responsibilities:

This position is responsible for overseeing the inbound/outbound customer care contact center operation, including customer concerns, circulation issues and subscription stops and starts. This position directly leads the inside sales effort for inbound and outbound sales, including special project initiatives. Other responsibilities include:
• Establishing and implementing product/service standards. Ensures quality and service standards are maintained.
• Supports and promotes improved processes, measurements and best practices that enhance customer service, increases employee satisfaction and decreases operational expense.
• Ensures effective training programs and plans are in place for incoming employees and monitors continuing education and training for existing staff.
• Creates and monitors process flows for the overall direction of the call center. Process flows include: Inbound calls, Outbound calls, managing daily workflow, and point of escalation for and resolution of issues.
• Develop regional relationships with other customer service managers to gather new ideas as well as facilitate potential business partnerships.

Qualifications:

Position requires a four year undergraduate degree with a minimum of 5 years working in a customer contact center and sales telemarketing environment including a minimum of 5 years in management of call center staff; or in the absence of a degree, 8 years equivalent work experience required. Candidates must have current experience operating a call center including the ability to manage average call time, response time, call volume and high customer service levels.

Status:
Full-time