Customer Care Manager
As the Senior Customer Care Manager, you'll be at the helm of optimizing and enhancing the operations of our client's customer care team. With a strong focus on delivering exceptional customer satisfaction and driving operational efficiency, you'll leverage your expertise in managing call center operations, utilizing data and analytics to streamline workflows, and implementing strategies for continuous process improvement.
Key Responsibilities:
- Oversee and refine the daily operations of the call center in collaboration with the partners and back-office customer care team, driving performance and fostering ongoing improvements across all aspects of the operation.
- Conduct detailed workflow assessments to identify inefficiencies, bottlenecks, and opportunities for process optimization throughout the organization.
- Regularly monitor and report on key performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT), driving continuous improvements.
- Lead, mentor, and support customer care agents and team leads, ensuring they have the resources, training, and support needed to succeed in their roles.
- Cultivate a culture of transparency, accountability, and continuous improvement within the customer care department.
- Ensure every customer interaction aligns with company standards and contributes to an exceptional customer experience.
- Develop and execute strategies to boost customer satisfaction, reduce complaints, and improve first-contact resolution rates.
- Collaborate closely with cross-functional teams such as Sales, Marketing, and IT to ensure a seamless customer experience.
- Use data-driven insights, analytics, and reporting tools to evaluate call center performance and pinpoint opportunities to enhance the overall customer experience.
- Conduct root-cause analysis to identify performance gaps and service delivery challenges, proposing actionable solutions to resolve them.
- Analyze customer feedback, service metrics, and call data to assess existing processes and recommend optimization strategies.
What We're Looking For:
- 5+ years of experience in customer care or call center management, with at least 3 years in a leadership or management role in customer service.
- A proven history of successfully identifying and implementing process improvements in customer care and across the broader organization.
- Expertise in call center operations, technologies, workforce management systems, and process automation tools.
- Strong proficiency in using data and analytics to inform operational decisions and drive improvements.
- Exceptional leadership abilities, with the capability to inspire teams, lead through change, and manage continuous improvement initiatives.
- Familiarity with process automation and customer experience technologies (e.g., IVR, AI chatbots, CRM tools).
- Fluent in English and Dutch.
FAQs
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