Customer Care Manager - Fremont, California

The Call Center Manager role is to achieve quantitative and qualitative objectives while promoting a satisfying, positive and motivating work environment that continuously builds staff commitment and trust. The manager will plan and implement the overall strategy for the department while establishing business practices that develop a constructive and productive work environment. The manager will coach and mentor Call Center Supervisors and Team Leads to achieve superior team member engagement.

Essential Functions

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Meets call center financial objectives by estimating requirements; scheduling expenditures; analyzing variances; initiating corrective actions
• Assume responsibility of maintaining budgeting and tracking expenses
• Track and measure productivity and compare to benchmarks
• Identify bottlenecks and suggest solutions
• Develop and implement training curriculum for Supervisors and Team Leads
• Create and execute outbound campaigns and provide metrics on each campaign
• Plan and implement onboarding and expansion of department
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Prepare reports for different departments or upper management
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.
• Other duties as assigned