SR MANAGER CUSTOMER CARE (Finance)
Position Summary
The Customer Care Senior Manager is responsible for the day-to-day operation of the customer care call center and all technology within this department. Assist, train, motivate, coach, and assign work to each member of the Customer Care team, as well, as the Cloud based customer care associates. While it is imperative to perform within the framework of all of the duties specified below, the Customer Care Senior Manager is expected to utilize available resources and strive to be successful in the implementation of process improvements, weekly creation and writing of all functional policies and procedure for call center, telephony and proper script writing, system reliability, staff scheduling, staff performance reviews, incident management, incident resolution, incident reporting, escalation process and to increase overall customer satisfaction while maintaining an environment of professionalism, low attrition rates, employee development, employee excitement, employee recognition, high level of employee responsiveness and ongoing training for the customer care associates. Continue on the path to create and enhance Core Value #1 - Remarkable Customer Service.
Essential Duties and Responsibilities
• Manages a team of 11-15 customer care associates.
• Manages call centers.
• Reviews operating procedures. Recommends and implements changes, as needed.
• Selects, trains, coaches, and assigns work to members of the call center.
• Manages daily backlog and assignments.
• Oversees government contract responsibilities.
• Manages monthly invoice process for Preferred Parker & Monthly Accounts.
• Develop, refine and document policies, processes, and procedures.
• Manages current incoming and outgoing work flow.
• Maintains SLA levels within the appropriate SLA structure as set by the VP of Customer Care for departmental excellence performance rating.
• QSR - quality score reporting.
• Conducts periodic and annual performance reviews of staff, counsels and resolves work-related issues by taking corrective action, as appropriate. Responsible for Associate improvement and/or disciplinary action requirements
COLONIAL PARKING, INC.
• Structures a systematic follow-up and overall performance reporting process.
• Manages customer escalation process.
• Identifies potential customer, network, and system issues. Quick to diagnose problem and set direction, as appropriate.
• Work toward one-call resolution.
• Oversees new project & parking location launches; to include integration of systems.
• Vast knowledge required of all relevant technologies and systems.
• Works with business intelligence team on projects to integrate data into a data warehouse management tools.
• Helps to develop and deliver appropriate reporting on a regular basis.
• Fosters positive cross-departmental involvement to maintain a continuous learning environment and culture of continual employee development.
• Maintains organized and functional call center environment.
• Responsible at all times for reviewing, understanding and acknowledging in writing when requested, the company provided policies and procedures that directly support completing my required work duties.
Non-Essential Duties and Responsibilities
• Performs other duties as assigned, when necessary.
Minimum Job Qualifications
• Bachelor's degree and/or relevant experience & certifications in related field.
• 8-10 years of customer care center and/or call center experience.
• 5+ years of direct management experience.
• Basic IT background.
• Proficient in Microsoft product suite.
• Must be comfortable in fast paced, ever changing work environment.
• Strong verbal & written communication skills.
Qualifications Desired
• Experience in developing and delivering customer service training.
• Highly professional in appearance and demeanor.
• CRM, Help Desk, Incoming Call Center, Customer facing experience and basic call center technology.
