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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

Qualifications:



•         Bachelor’s degree or equivalent experience.



•         Experience in leading a Call Center operation.



•         Experience in managing Call Center personnel.



•         Excellent communication skills.


Competencies:



•         Leadership skills



•         Customer focused



•         Team player



•         Creative



•         Flexible



•         Organized



•         Analytical skills



•         Computer skills