Posted 4 weeks ago

Customer Care Manager

Company: Edward Don and Company
Category: Customer Service, Management

 Woodridge

Type: Full Time

Edward Don and Company has an opening for the Customer Care Manager position.

  • Utilize Call Tower/Intermedia Contact Center software to monitor productivity, quality and adherence to policies and best practices.
  • Interview, hire, and train direct reports. Also plan, assign, and direct their work.
  • Appraise daily performance, mentor, coach associates and plan and train for succession.
  • Address complaints, resolve problems and troubleshoot/resolve escalated internal and external customer issues.
  • Research complex account issues, complaints, and/or process improvement opportunities to develop solutions.
  • Oversee and manage work flow for 10 – 20 associates.
  • Responsible for attaining statistical and quality departmental goals.
  • Create documents, reports, comparisons as directed by sales or management.
  • Develop and counsel direct reports on training and job opportunities which will enhance their career development.
  • Monitor and approve time off requests, attendance, vacation, sick/personal time, and administers time and attendance policies appropriately.
  • Coach, counsel and document direct reports on performance issues and completes annual and semi-annual (where appropriate) performance appraisals for all direct reports in a timely manner.
  • Conduct staff meetings with direct reports to keep them informed of current problems, changes and new developments in the department and company.
  • Coordinate cross training of staff to maximize productivity and provide back-up coverage of all functions.