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Customer Care Manager in Houston, TX at Star Furniture

Date Posted: 6/22/2018

Job Snapshot

Job Description

Customer Care Manager

The Customer Care Manager will plan, direct, and executes the Star Furniture Care strategy. This person is responsible for the day-to-day customer care duties of the Call Center and represents the customer’s perspective in everything we do and the business decisions that are made.

•         Manages the day-to-day performance of the Call Center to deliver a best-in-class service, meeting or exceeding all KPI’s, within the approved budget.

•         Responsible for the customer contact processes and associated customer experiences, taking the initiative to bring changes that improve efficiency and reduce customer dissatisfaction.

•         Analyze daily reports and develop accurate metrics to measure Call Center associates, making sure they are consistently performing and providing the best service for all customers.

•         Manage budgets and leverage operating expenses by consistently identifying opportunities and improving efficiencies.

•         Set the strategy for the development of the Contact Center, staying informed of new practices and technologies, ensuring we continue to build customer recognition for the quality of customer service.

•         Lead, inspire and coordinate the Call Center team at all levels to ensure motivated and engaged associates.

•         Provide all associates in the Call Center with training and tools necessary to succeed in creating associate satisfaction.

•         Responsible for the recruitment, training and onboarding in the Call Center.

•         Ensure compliance with the corporate philosophy in the Call Center.

Job Requirements


•         Bachelor’s degree or equivalent experience.

•         Experience in leading a Call Center operation.

•         Experience in managing Call Center personnel.

•         Excellent communication skills.


•         Leadership skills

•         Customer focused

•         Team player

•         Creative

•         Flexible

•         Organized

•         Analytical skills

•         Computer skills