Experienced Customer Care Manager - Remote
Join arenaflex, a leader in premium space management, as we continue to revolutionize the way people live and work. With a rich history dating back to 1978, arenaflex has established itself as the design authority in custom organizational solutions and exceptional service. Our mission is to make space for what belongs, creating a sense of creativity, comfort, and connection in every home. As a Customer Care Manager at arenaflex, you will have the unique opportunity to lead a dynamic team of individuals passionate about creating an experience that lasts a lifetime. This role is a hands-on leadership position responsible for guiding, directing, and managing the day-to-day operations of our centralized Customer Care team. With direct oversight of our internal Central Support team and collaboration with our First Contact Call Center vendor, TLS, you will be instrumental in driving performance and ensuring service agreement standards are met.
About the Role
As the direct manager of a group of Customer Liaisons and Specialists, you will be responsible for monitoring performance, implementing improvement plans, and driving team member success. You will gain subject matter expertise in systems and processes to provide immediate interaction support and guidance. Additionally, you will be responsible for workforce management, including volume forecasting, distribution, and staffing. Other key duties include coaching team members, managing performance, maintaining team schedules and rosters, reporting, and payroll.
Key Responsibilities
* Effectively lead the day-to-day operation of the Central Support team members by providing direction and ensuring business goals are met with minimal guidance.
- Direct management of a staff consisting of 10-15 Customer Liaisons, Specialists, and Team Leads performing tasks such as consultation scheduling, technical support, and back-office administration through various communication channels.
- Accountable for departmental KPIs, including lead management metrics, complaint and feedback handling, quality, team NPS, and standard call center metrics.
- Workforce Management ensuring appropriate staffing and service delivery to meet service level goals. Forecasting volume and making distribution recommendations to the Director.
- Point of contact for all markets supported by Customer Care by preparing performance reports and analyzing data and trends. Conducts monthly and quarterly market business reviews and makes continuous recommendations for improvements to drive performance results.
- Partnering with the Manager of Customer Success in the development of departmental SOPs and training for the Central Support team as well as the Call Center business partner while ensuring effective execution of best practices.
- Determines Call Center Training requirements are met by conducting team member assessments, performance reviews, timely coaching, and adhering to performance improvement protocols.
- Drive culture shaping activities that provide training, mentorship, and motivation to the staff, including hiring and onboarding, retaining talent, handling personnel administration such as payroll and performance management.
- Set expectations for performance based on feedback and ensure the team is adhering to procedures and achieving individual goals and department-level performance metrics.
- Manage Quality Assurance program and provide guidance and support to Quality Assurance Team Lead. Audit and monitor transactions, tracking opportunities, and provide coaching and feedback to both internal and external teams.
Qualifications
* 5-7 years of Call Center Management experience
- Must have a proven track record leading successful Call Centers
- Direct management of a team of individuals
- Excellent verbal and written communication
- Program or Client Services management experience a plus
- Call Center vendor management experience a plus
What We Offer
* Competitive salary and benefits package
- Opportunity to work with a leading company in the premium space management industry
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Recognition and rewards for outstanding performance
- Flexible work arrangements, including remote work options
Why Join arenaflex?
* arenaflex is a leader in the premium space management industry, with a rich history and a commitment to innovation and excellence.
- We offer a collaborative and dynamic work environment, with opportunities for professional development and growth.
- Our team is passionate about creating an experience that lasts a lifetime, and we are looking for like-minded individuals to join our team.
- We offer competitive salary and benefits packages, as well as recognition and rewards for outstanding performance.
How to Apply
If you are a motivated and experienced Call Center Manager looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment, where all employees feel valued and supported.
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arenaflex is committed to protecting the privacy of our employees and job applicants. For more information, please see our privacy policy at [insert link].
Terms and Conditions
arenaflex is committed to providing a safe and healthy work environment. For more information, please see our terms and conditions at [insert link]. Apply for this job