Customer Care Center Manager

At zTrip
, the largest taxi transportation company in the United States, exceptional customer service starts with strong leadership. We're seeking an experienced and motivated Customer Care Center Manager to lead our customer support and communications team in Fort Collins, CO
.

This role is ideal for a driven leader who thrives in a fast-paced environment, enjoys developing high-performing teams, and is passionate about delivering outstanding service. As the Customer Care Center Manager, you will oversee daily call center operations, support employee development, ensure service excellence, and help drive operational success across multiple transportation programs and customer accounts.

• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) with Company Match
• Career Advancement Opportunities
• Professional Development and Leadership Growth
• Stable Employment with an Industry Leader
• Supportive and Collaborative Work Environment

As the Customer Care Center Manager
, you will oversee the daily operations of our customer service and dispatch communications center. You'll be responsible for managing staff performance, maintaining service quality, ensuring contract compliance, resolving escalated customer concerns, and developing a team culture focused on accountability, professionalism, and customer satisfaction.

You'll work closely with operations, dispatch, maintenance, safety, and leadership teams to ensure our customers receive exceptional support while maintaining efficient transportation services.

• Lead, coach, and support customer care representatives and dispatch personnel.
• Create a positive and productive work environment focused on teamwork and accountability.
• Conduct interviews, hiring, onboarding, and training for new team members.
• Provide ongoing coaching, performance feedback, and professional development opportunities.
• Monitor employee performance and implement improvement strategies when needed.
• Foster employee engagement and retention through strong leadership and communication.

• Ensure all customer interactions are handled professionally, accurately, and efficiently.
• Address escalated customer concerns and resolve complex service issues.
• Monitor customer satisfaction trends and implement service improvements.
• Develop and maintain high-quality customer service standards throughout the department.
• Support service recovery efforts and help strengthen customer loyalty.

• Oversee daily customer care center operations to ensure service levels are met.
• Develop staffing plans and manage schedules to maintain adequate coverage.
• Monitor attendance, productivity, and workforce performance metrics.
• Ensure timely responses to calls, emails, voicemails, and customer inquiries.
• Assist with operational planning and process improvements that enhance efficiency.
• Provide coverage and support during high-volume periods as needed.

• Monitor service requirements associated with transportation contracts and special accounts.
• Ensure compliance with company policies, customer agreements, and operational standards.
• Maintain training records and monitor staff compliance requirements.
• Support audits, reporting requirements, and quality assurance initiatives.
• Collaborate with leadership to ensure all service commitments are consistently achieved.

• Serve as a key communication link between customer service, dispatch, operations, maintenance, and leadership teams.
• Ensure accurate information is shared…