Responsibilities
- Leads and guides Customer Care Representatives within a production facility.
- Plans immediate and future workload needs through strategic staffing and resource distribution.
- Analyzes staffing requirements and shares findings with the Customer Care Manager.
- Drives improvements in operational methods, service quality, customer retention, efficiency, and cost-effectiveness.
- Collaborates with the Customer Care Manager and sales teams to implement customer service strategies focused on differentiation and satisfaction.
- Maintains active presence in the Customer Care unit through routine quality evaluations and feedback discussions with team members.
- Addresses and resolves escalated customer issues requiring advanced problem-solving.
- Evaluates current Customer Care workflows and recommends process enhancements.
- Ensures adherence to established policies and procedures across the Customer Care team.
- Implements and tracks tactical customer service initiatives to meet satisfaction targets and segment objectives.
- Contributes to annual budget development and ensures team accountability in achieving financial goals.
- Organizes, assigns, and reviews team tasks to fulfill group performance targets.
- Recruits, trains, mentors, and supervises team members to build a capable and effective workforce.
- Performs additional assigned duties and supports special projects as needed.
