Manager, Customer Care
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Job Description
Manager overseeing call center operations for AIL, enhancing efficiency and staff development through data-driven strategies. Fostering a collaborative environment to meet departmental goals.
Responsibilities:
- Manages a staff of employees for AIL
- Manages day-to-day call center operations, ensuring efficient handling of inbound and outbound calls
- Leads, coaches, and develops staff members to ensure all departmental goals are met efficiently and effectively
- Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs
- Give presentations to Senior and Executive Management regarding department performance and insights
- Use data-driven analysis to optimize contact center operations
- Serve as a project manager or subject matter expert for the assigned teams or projects.
- Develops, implements, and reviews ongoing performance results
- Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction
- Handles customer escalated issues, ensuring timely resolution and a positive customer experience
- Implement call center policies, procedures, and best practices to improve efficiency and service quality
- Collaborate with workforce management to schedule staff and ensure adequate coverage
- Provide regular performance feedback and conduct evaluations to support employee growth
- Use data and call center metrics to identify trends, improve processes, and recommend solutions
- Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery
- Champion a culture of accountability, teamwork, and continuous improvement
- Participates in daily, weekly, monthly, and annual planning processes as appropriate
- Maintains a favorable working relationship with all company employees to foster and promote a cooperative working environment
- Performs all necessary managerial functions to effectively and efficiently manage the personnel assigned.
Requirements:
- High School Diploma or equivalent required
- Time management and prioritization in a high-volume environment
- Proven track record of training, developing, and managing contact center teams
- Effective leadership and analytical skills
- Strong communication skills (both verbal and written)
- Advanced in Microsoft Office Suite, specifically Word, Excel, Outlook, Teams, and general working knowledge of the Internet or business use.
- Results-oriented
- Ability to set clear directions and expectations
- Strong problem-solving skills
- Strong ability to mentor, develop, and motivate staff members
- Should be able to exceed projected targets
- Ability to manage multiple priorities and multitask
- Must have strong leadership and people skills
- In-depth knowledge of what the company offers so they can support both customer and team effectively
- Knowledge of company policies, and customer privacy/security standards
- Basics of staffing, scheduling, and capacity planning
- Call center software, reporting tools, and ticketing platforms
- Change management guiding teams through organizational or procedural changes
- Emotional intelligence
- Reliable and predictable attendance of your assigned shift
- Ability to work full-time based on position specifications.
Benefits:
- Competitive compensation designed to reflect your expertise and contribution.
- Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
- Robust life insurance benefits and retirement plans, including company-matched 401k plan.
- Paid holidays and time off to support a healthy work-life balance.
- Parental leave to help our employees welcome their new additions.
- Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
- Company-paid counseling for assistance with mental health, stress management, and work-life balance.
- Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
- Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
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