Manager, Customer Care Quality
On-siteNewburgh, New York, United States or York, Pennsylvania, United States
Newburgh, New York, United States or York, Pennsylvania, United StatesOn-siteFull TimeEnterprise
Full TimeEnterprise
Job Summary
Manage customer service operations within a geographic region by supervising teams across multiple terminals, coaching representatives, and setting performance goals. Track key metrics including call resolution time, satisfaction scores, and productivity while reviewing calls to ensure adherence to standards. Handle complex complaints and escalated issues, collaborate with internal stakeholders to improve business processes, and develop strategies to enhance the customer experience. Requires 5+ years of customer service experience and 25% travel.
Required Qualifications
- Bachelor's degree in business or a related area
- 5+ years of customer service experience
- Prior management experience
- Willingness to travel 25% or more of the time
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