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. The candidate will be the driving force behind our high-level customer satisfaction. This role is pivotal in shaping the customer experience, as it requires an understanding that exceptional service goes beyond just resolving issues. You are a leader, mentor, and problem-solver, all rolled into one. You will be responsible for managing our customer care team and ensuring that they deliver top-notch service that not only solves problems but also turns customers into loyal advocates. Your ability to build strong relationships with customers, your team, and across the organization will be key to your success. If you are passionate about people, problem-solving, and creating a positive impact, this role is for you.
Office hours - Monday - Friday , 9am-6pm
ONSITE ONLY- NO REMOTE/HYBRID
Responsibilities
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 team with new information, collaborating and listening to their responses and to help motivate members.
Approve regular payroll submission for team.
Qualifications
Minimum of 5 years, with 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 effectively interact with customers, team members, and stakeholders at all levels.
Proficiency in using customer service software, CRM systems, and other relevant tools.
Possesses an analytical approach, capable of examining data, spotting trends, and making decisions based on data to enhance the performance of customer service.
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 (relevant certifications in customer service management are a plus).
ABOUT THE COMPANY
MyRegistry.com 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 so much more. As the leader of global online gift registry services, MyRegistry.com gives you the flexibility 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 also add items from stores without websites just by snapping a picture and making it easy for everyone to get the gifts they want