Full-Time Customer Care Manager

Customer Care Manager at California Closets

Lead a dynamic team focused on creating lasting customer experiences.

Responsibilities:

• Direct daily operations of the Central Support team, ensuring business goals are met.
• Manage a team of 10-15 Customer Liaisons, Specialists, and Team Leads, overseeing consultation scheduling, technical support, and back-office tasks.
• Accountable for departmental KPIs, including lead management, complaint handling, quality, team NPS, and call center metrics.
• Manage workforce, forecasting volume, and making staffing recommendations.
• Serve as the point of contact for all markets, preparing performance reports and analyzing data trends.
• Conduct monthly and quarterly market reviews, recommending improvements.
• Partner with the Customer Success Manager in developing departmental SOPs and training for the Central Support team and the Call Center vendor.
• Ensure effective execution of best practices.
• Determine Call Center training requirements through team assessments, performance reviews, coaching, and adhering to improvement protocols.
• Shape a positive team culture through training, mentorship, motivation, hiring, and onboarding, while handling personnel administration.
• Manage Quality Assurance programs.
• Audit transactions, track opportunities, and provide coaching and feedback to internal and external teams.

Qualifications:

• 5-7 years of Call Center Management experience
• Proven track record leading successful Call Centers
• Direct management experience
• Excellent verbal and written communication skills
• Program or Client Services management experience (a plus)
• Call Center vendor management experience (a plus)

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