Customer Care Manager

What you'll be doing: The customer care manager is responsible to direct and manage all activities associated with call center operations, including developing and implementing policies and procedures on systems. The candidate will establish and implement performance and service standards. S/he will develop and implement process and operational improvements to enhance efficiency and effectiveness of operations. The applicant will ensure productivity meet or exceed service and quality standards. Develop departmental budget and control costs. The incumbent will perform staff development; job training, scheduling, and call center coverage management. This position will perform pointing person for other client functions on site imaging and mailroom processing, check print and proper storage, etc. Perform other duties as assigned.

What your background should be: Case management experience is required. The candidate should have team management skills, strong decision-making skills, root cause and analysis skills, strong communication skills. S/he should have re-engineering/process improvement experience and previous experience in project management or lean six sigma training is plus. The applicant should have the ability to meet aggressive process improvement goals, proven ability to meet defined service levels for the client accounts and proven ability to manage a fast-paced environment that requires quick responses to the client specifically on escalation cases.

Who is the client company: This is a global business services, technology and document management company; If you are interested in this position, send your resume to apply@kochdavis.com