We're Looking For A: Customer Care Manager

Location: Salt Lake City, UT

What You'll Be Doing:

• Implement new ideas, approaches, systems, structures and methods to better support customers or improve work flow and operational efficiencies.
• May assume the responsibilities of an Assistant Manager as needed.
• Identify and implement training necessary for the development of the Customer Care leadership team.
• Participate in departmental strategic planning and implementation of missions, goals, strategies, policies and procedures.
• Oversee all timesheets are accurate bi-weekly.
• Works with HR to oversee department hiring and retention efforts.
• Responsible for budget and staff forecasting.
• Manages the WFM position ensuring call volumes are met
• Able to Manage a large workforce with changing priorities.
• Create and provide quantitative reports to the Regional Director of Operations relating to all project and department progress
• Evaluate and ensure the department is following Call Center Industry compliance regulations.
• Partner with the Workforce Management Manager on best practices, staffing needs, schedules, etc.
• Partner with the Training Manager on ongoing training needs for the Customer Care Representatives based on Quality Assurance Scores, Customer Satisfaction, New Product or Workflow changes, and/or trends management are seeing on the floor.
• Perform other related duties as assigned.

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don't tick ALL of these boxes.):

• Strong written and verbal communication skills
• Strong organizational and leadership skills.
• Strong attention to detail
• Ability to handle pressure in a rapidly changing environment.
• Ability to prioritize responsibilities and perform multiple tasks with frequent interruptions
• Manage priorities that are consistent with company goals.
• Must be able to establish and maintain effective working relationships with others.
• Must be able to cope with typical job stress
• Ability to maintain confidentiality and discretion