Call Center Customer Care Manager

Overview

Join the revolution in gifting! Our universal gift registry is on the hunt for a dynamic Call Center Customer Care Manager who can help us transform every special occasion into an unforgettable experience. You will be the driving force behind our high‑level customer satisfaction and will shape the customer experience by ensuring exceptional service beyond issue resolution. This role requires a leader, mentor, and problem‑solver who can build strong relationships with customers, team members, and across the organization.

• Develop and implement customer service strategies, policies, and procedures to ensure efficient and effective service delivery.
• Manage and supervise a team of customer care representatives, including recruitment, training, coaching, and performance management.
• Set performance goals and objectives for the customer care team, monitor performance metrics, and provide regular feedback and recognition.
• Foster a customer‑centric culture within the team, emphasizing the importance of delivering exceptional customer experiences.
• Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
• Collaborate with cross‑functional teams, such as sales, marketing, and operations, to improve processes and enhance the customer experience.
• Conduct regular quality assurance reviews of customer interactions and provide feedback and coaching to the team for continuous improvement.
• Analyze customer feedback and data to identify trends, issues, and areas for improvement, and implement appropriate actions.
• Prepare and present reports on customer service performance, including key metrics, trends, and improvement initiatives, to senior management.
• Hold bi‑weekly meetings updating the team with new information, collaborating, listening to their responses, and helping to motivate members.
• Approve regular payroll submission for the team.

• Proven experience as a Call Center Customer Care Manager or similar role, with a strong track record in managing customer service teams and driving customer satisfaction.
• In‑depth knowledge of customer service principles, practices, and techniques.
• Strong problem‑solving and decision‑making skills, with the ability to handle complex customer issues and resolve conflicts.
• Excellent leadership skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer experiences.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Analytical approach, capable of examining data, spotting trends, and making decisions based on data to enhance performance.
• Excellent organizational and time management skills, with the ability to prioritize and manage multiple tasks and deadlines.
• Customer‑focused mindset with a passion for delivering outstanding customer satisfaction.
• Bachelor's degree in Business Administration, Marketing, or a related field (certifications in customer service management are a plus).

Monday - Friday, 9am-6pm

Onsite only – no remote/hybrid

is the premier destination for Universal Gift Registry services. We give hundreds of thousands of users the ability to create one centralized registry for Weddings, Baby Showers, Birthdays, Graduations, Housewarmings, Holidays, and more. As the leader of global online gift registry services,  allows you to choose items from any store in the world—whether it be a local mom and pop shop or a national chain superstore.

You can even add items from stores without websites by snapping a picture and making it easy for everyone to get the gifts they want.

Full‑time

$65,000.00 per year

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

• Customer Service Supervisor: 3 years (Required)
• Managing call center: 3 years (Required)
• CRM software: 3 years (Preferred)

In person

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