Customer Care Manager
With over 40 years of success, 3 Day Blinds has become the leading national retailer and manufacturer of quality custom made blinds, shades, draperies and shutters. We help transform our client's homes and workplaces by offering a wide variety of products that add beauty and comfort to every space. It takes a talented group of individuals to do what we do, and we do it together as One Team. We strive to create a culture of learning and opportunity, and most importantly, an environment where you can feel passionate and connected to your work every day.
The Customer Care Operations Manager contributes to the success of 3 Day Blinds by developing and implementing comprehensive programs to prepare and support the customer service staff through a diverse range of assigned responsibilities. Areas include, but are not limited to, developing learning and development programs, managing the quality assurance program, and developing knowledge base content and standard operating procedures to support our representatives and customers. The Customer Care Operations Manager will continuously improve our customer service representatives’ skills, product knowledge, issue resolution techniques, and soft skills. Through the results of a robust quality assurance program, the Operations Manager will develop effective knowledge base content to close service gaps with the customer experience with Customer Care. The Customer Care Operations Manager is an advanced-level management position that regularly works on tasks that are varied and complex, requiring considerable discretion and independent judgment. Assignments are given with general guidelines and the Operations Manager is responsible for establishing objectives, timelines and methods to deliver results.
WHAT’S IN IT FOR YOU
- As a Customer Care Manager, you will ensure our internal and external clients receive the superior client experience that is part of our brand promise and Core Values.
- You’ll receive competitive pay and benefits including medical, dental, vision, paid time off and a 401(k) plan with a degree of employer matching.
- We work hard, but we also celebrate success and find ways to have fun.
We are looking for ambitious and driven individuals to join our growing team. We operate in a high-performance, dynamic culture and our work atmosphere is entrepreneurial. If this sounds like it could be you, read on!
HOW YOU’LL CONTRIBUTE
Learning and Development
- Identify gaps in knowledge and work with other senior level members of Customer Care team to produce appropriate materials to strengthen team performance and ability
- Partner with Organization Development team on the selection and presentation of both tactical and strategic training courses
- Proactively identify and work to build curriculum around existing performance deficits and identify best means/method for delivering updates to the front-line team
- Participate in the build-out of new hire and ongoing training curriculum to make sure it is both relevant and appropriate for the needs of the department and organization
- Formalize and streamline on-going development programs to enhance front-line team member skills and ability to contribute to multiple call and customer types
- Develops and organizes necessary training materials and procedures for an adult training environment
- Supports both new hire and existing staff training through facilitation and lesson plan/curriculum design
Quality Assurance
- Develop a robust QA program, with proper metrics, reporting, and analysis
- Ensure customer service team members are applying the training concepts in an effective and consistent manor
- Complete call, email and case reviews and develop quality assurance rubric/guidelines
- Oversee a team of quality analysts who review a satisfactory number of front-line team member customer interactions on a weekly/monthly basis
- Provide insight into and strategic guidance on QA evolution and goals
- Ensure program compliance and apply continuous improvement mindset to program
Knowledge Management
- Document current and future standard operating procedures for consistency and ease of service
- Regularly update and monitor the use/usefulness of documentation and best practices
- Oversee team members charged with providing real-time guidance to front-line team members
- Develop and maintain a database of department best practices/FAQs
- Formalize “on the job” training to ensure consistency and standardization of processes
Miscellaneous
- Support a positive work environment that results in employee retention
- Motivate and encourage team members
- Document and work to resolve employee concerns following established paths as necessary
- Other duties as assigned
ATTRIBUTES FOR SUCCESS
- Thorough understanding of contact center technologies, employee development and training best practices particularly Nice inContact
- Experience with CRM systems as it relates to customer life-cycle management, engagement and retention
- Customer Service best practices and philosophies
- Strong relationship-based service skills, with demonstrated customer service orientation
- Microsoft Office Suite, particularly Excel and PowerPoint
- Understand and carry out oral and written instructions and request clarification when needed
- Effective decision making skills, independently and as a member of a group
- Strong interpersonal and communication skills
- Collaboration and delegation of tasks
- Prioritization of work and multi-tasking in a fast paced environment
- Strong follow-up skills
- Adaptable to change and introduction of new technology
REQUIREMENTS
- Minimum 5 years’ experience in a contact center leadership role
- Experience leading a distributed workforce
- Background in project management or other cross-functional leadership positions
- High school degree or equivalent
- Bachelor’s Degree preferred
- Excellent verbal and written communication