Senior Customer Care Manager
We are working with a leading retail company dedicated to delivering exceptional customer experiences. They are seeking an experienced Senior Customer Care Manager to join their team and drive operational efficiency and customer satisfaction.
Job Description:
Responsibilities:
- Lead and optimize the operations of the customer care team (in NL and BE), focusing on customer satisfaction and operational efficiency.
- Identify inefficiencies and implement sustainable improvements across operations.
- Utilize data-driven insights to continuously enhance customer care processes and team performance.
- Oversee and refine day-to-day call center operations, ensuring high performance and continuous improvement.
- Conduct workflow analysis to identify bottlenecks and areas for process improvements.
- Monitor key performance metrics, including Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT), ensuring consistent improvement.
- Lead and mentor customer care agents and leads, equipping them with the necessary skills, tools, and support.
- Foster a culture of transparency, accountability, precision, and continuous improvement.
- Ensure all customer interactions align with company standards and contribute to an outstanding customer experience.
- Collaborate closely with cross-functional teams, including Sales, Marketing, and IT, to ensure seamless customer interactions.
- Utilize analytics and reporting tools to evaluate call center performance and identify opportunities for customer experience improvements.
- Conduct root cause analysis on performance gaps or service delivery challenges, recommending actionable solutions.
- Analyze customer feedback, service metrics, and call data to assess current processes and make recommendations for optimization.
Requirements:
- 5+ years of experience in customer care management, with a minimum of 3+ years in a management role in customer service.
- Proven track record of identifying and implementing successful process improvements within customer care and the overall company.
- Expertise in call center operations, technologies, workforce management systems, and process automation tools.
- Demonstrated ability to use data and analytics to drive operational decisions and improvements.
- Strong leadership skills, with the ability to inspire and lead teams through change and continuous improvement initiatives.
- Familiarity with process automation and customer experience technologies (e.g., IVR, AI chatbots, CRM tools).
- Excellent communication and interpersonal skills.
- Ability to handle stressful situations and resolve conflicts effectively.
- Proficiency in customer service software and tools.
- Fluent in Dutch and English.
FAQs
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