More jobs:
Manager, Customer Care Quality
Job in
New York, New York County, New York, 10261, USA
Listed on 2026-08-16
Listing for:
Jobtailor
Full Time
position Listed on 2026-08-16
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Customer Success Management, Client Relationship Management, Bilingual
Job Description & How to Apply Below
- Manage customer service operations within a geographic region
- Supervise customer service operations within multiple terminals
- Coach customer service representatives, set performance goals, and provide feedback
- Track call resolution time, customer satisfaction scores, and representative productivity
- Review customer service calls and interactions for adherence to company standards and quality guidelines
- Handle complex customer complaints and escalated issues
- Work with customer service trainers to provide ongoing training and development
- Collaborate with sales, operations, and internal stakeholders to ensure a seamless customer experience
- Develop and implement strategies to improve business processes, increase productivity, and enhance customer experience
- Collaborate with local leadership to achieve regional customer service goals
- Bachelor’s degree in business or a related area preferred
- 5+ years of customer service experience
- Prior management experience
- Willingness to travel 25% or more of the time
Demonstrates expertise in managing customer service operations, coaching representatives, and implementing strategies to enhance customer experience and productivity. Proven ability to handle complex complaints and collaborate with various stakeholders to achieve regional goals.
Highest-signal resume keywords- Customer Service Management
- Performance Coaching
- Process Improvement
- Complex Problem Resolution
- Stakeholder Collaboration
- Customer Service Operations
- Performance Goal Setting
- Call Resolution Tracking
- Quality Standards Review
- Business Process Development
- Coaching
- Feedback Provision
- Team Leadership
- Communication
- Bachelor’s Degree in Business
- Customer Satisfaction Scores
- Customer Complaints Handling
- Training and Development
- Regional Goals Achievement
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