Customer Care Manager

The Manager of Customer Care at California Closets has the unique opportunity to lead a centralized, dynamic team of individuals passionate about creating an experience with our brand that lasts a lifetime. The Manager of Customer Care is a hands-on leader responsible for providing guidance, direction and management to drive the Customer Care day-to-day operations. This role has direct oversight of our internal Central Support team and works in collaboration with our First Contact Call Center vendor, TLS. This role will be responsible for working closely with market leaders, ensuring that performance KPI’s are met and service agreement standards are adhered to.  As the direct manager of a group of Customer Liaisons and Specialists, the Customer Care Manager will monitor performance and implement improvement plans to drive team member success.The Customer Care Manager is expected to gain subject matter expertise in systems and processes to provide immediate interaction support and guidance. This role is also responsible for workforce management including volume forecasting, distribution and staffing. Other duties include coaching team members, managing performance, maintaining team schedules and rosters, reporting and payroll.  Responsibilities:With minimal guidance, effectively lead the day-to-day operation of the Central Support team members by providing direction and ensuring business goals are met. Direct management of a staff consisting of 10-15 Customer Liaisons, Specialists and Team Leads performing tasks such as consultation scheduling, technical Support and back-office administration through various communication channels. Accountable for departmental KPI’s including but not limited to, lead management metrics, complaint and feedback handling, quality, teamNPS and standard call center metrics.  Work Force Management ensuring appropriate staffing and service delivery to meet service level goals. Forecasting volume and making distribution recommendations to the Director. Point of contact for all markets supported by Customer Care by preparing performance reports and analyzing data and trends. Conducts monthly and Quarterly market business reviews and makes continuous recommendations for improvements to drive Performance results Partnering with the Manager of Customer Success in the development of departmental SOP’s and training for the Central Support team as well as the Call Center business partner while ensuring effective execution of best practices. Determines Call Center Training requirements are met by conducting team member assessments, performance reviews, timely coaching and adhering to performance improvement protocols. Drive culture shaping activities that Provide training, mentorship and motivation to the staff, including hiring and onboarding, retaining talent, handling personnel administration such as payroll and performance management.   Set expectations for performance based on feedback and ensure the team is adhering to procedures and achieving individual goals and department level performance metrics. Manage Quality Assurance program and provide guidance and support to Quality Assurance Team Lead. Audit and monitor transactions, tracking opportunities, and provide coaching and feedback to both internal and external teams.