Customer Care Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of employees for AIL.

• Manage daily call center operations, which include both inbound and outbound calls.

• Inspire, coach, and develop team members to achieve departmental objectives.

• Design, implement, test, and refine strategies aimed at enhancing production and process efficiency while minimizing costs.

• Present performance metrics and insights of the department to Senior and Executive Management.

• Utilize data-driven analysis and contact center metrics to streamline operations.

• Act as project manager or subject matter expert for designated teams or initiatives.

• Formulate, execute, and assess ongoing performance outcomes.

• Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), adherence, quality, service levels, first-call resolution, and customer satisfaction.

• Address escalated customer concerns and ensure timely resolutions.

• Establish and enforce call center policies, procedures, and best practices.

• Partner with workforce management to ensure adequate staffing and coverage.

• Provide performance evaluations and constructive feedback.

• Identify trends, enhance processes, and propose solutions.

• Collaborate with IT operations, training, and other cross-functional teams.

• Advocate for accountability, teamwork, and ongoing improvement.

• Engage in daily, weekly, monthly, and annual strategic planning.

• Foster cooperative working relationships throughout the organization.

• Execute managerial responsibilities for assigned personnel.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• Demonstrated capability to lead, mentor, motivate, and nurture contact center teams.

• Excellent verbal and written communication skills.

• Strong analytical thinking and problem-solving skills.

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).

• Familiarity with call center software, reporting tools, and ticketing systems.

• Experience in staffing, scheduling, capacity planning, and managing changes.

• Results-driven with the ability to establish clear expectations and surpass goals.

• Strong time management skills and the ability to juggle multiple priorities in a fast-paced environment.

• Knowledge of company policies and standards regarding customer privacy and security.

• Ability to navigate team dynamics and organizational changes with empathy.

🏝️ Benefits

• Competitive compensation reflecting your expertise and contributions.

• Comprehensive health, dental, and vision insurance options.

• Generous life insurance benefits.

• Retirement plans including a company-matched 401(k) plan.

• Paid holidays and vacation time.

• Parental leave provisions.

• Subsidized all-in-one subscriptions that promote fitness, mindfulness, nutrition, and sleep objectives.

• Company-sponsored counseling services for mental health, stress management, and work-life balance.

• Eligibility for continued education reimbursement.

• Company-funded FLMI and ICA course opportunities.

• Discounts on Texas Rangers tickets.