Customer Care Manager
Company: 3 Day Blinds
Location: Irvine
Posted on: May 16, 2022
Job Description:
With over 40 years of success, 3 Day Blinds has become the
leading national retailer and manufacturer of quality custom made
blinds, shades, draperies and shutters. We help transform our
client's homes and workplaces by offering a wide variety of
products that add beauty and comfort to every space. It takes a
talented group of individuals to do what we do, and we do it
together as One Team. We strive to create a culture of learning and
opportunity, and most importantly, an environment where you can
feel passionate and connected to your work every day. The Customer
Care Operations Manager contributes to the success of 3 Day Blinds
by developing and implementing comprehensive programs to prepare
and support the customer service staff through a diverse range of
assigned responsibilities. Areas include, but are not limited to,
developing learning and development programs, managing the quality
assurance program, and developing knowledge base content and
standard operating procedures to support our representatives and
customers. The Customer Care Operations Manager will continuously
improve our customer service representatives' skills, product
knowledge, issue resolution techniques, and soft skills. Through
the results of a robust quality assurance program, the Operations
Manager will develop effective knowledge base content to close
service gaps with the customer experience with Customer Care. The
Customer Care Operations Manager is an advanced-level management
position that regularly works on tasks that are varied and complex,
requiring considerable discretion and independent judgment.
Assignments are given with general guidelines and the Operations
Manager is responsible for establishing objectives, timelines and
methods to deliver results. WHAT'S IN IT FOR YOU
- As a Customer Care Manager, you will ensure our internal and
external clients receive the superior client experience that is
part of our brand promise and Core Values.
- You'll receive competitive pay and benefits including medical,
dental, vision, paid time off and a 401(k) plan with a degree of
employer matching.
- We work hard, but we also celebrate success and find ways to
have fun.We are looking for ambitious and driven individuals to
join our growing team. We operate in a high-performance, dynamic
culture and our work atmosphere is entrepreneurial. If this sounds
like it could be you, read on!HOW YOU'LL CONTRIBUTE
- Learning and Development
- Identify gaps in knowledge and work with other senior level
members of Customer Care team to produce appropriate materials to
strengthen team performance and ability
- Partner with Organization Development team on the selection and
presentation of both tactical and strategic training courses
- Proactively identify and work to build curriculum around
existing performance deficits and identify best means/method for
delivering updates to the front-line team
- Participate in the build-out of new hire and ongoing training
curriculum to make sure it is both relevant and appropriate for the
needs of the department and organization
- Formalize and streamline on-going development programs to
enhance front-line team member skills and ability to contribute to
multiple call and customer types
- Develops and organizes necessary training materials and
procedures for an adult training environment
- Supports both new hire and existing staff training through
facilitation and lesson plan/curriculum designQuality Assurance
- Develop a robust QA program, with proper metrics, reporting,
and analysis
- Ensure customer service team members are applying the training
concepts in an effective and consistent manor
- Complete call, email and case reviews and develop quality
assurance rubric/guidelines
- Oversee a team of quality analysts who review a satisfactory
number of front-line team member customer interactions on a
weekly/monthly basis
- Provide insight into and strategic guidance on QA evolution and
goals
- Ensure program compliance and apply continuous improvement
mindset to programKnowledge Management
- Document current and future standard operating procedures for
consistency and ease of service
- Regularly update and monitor the use/usefulness of
documentation and best practices
- Oversee team members charged with providing real-time guidance
to front-line team members
- Develop and maintain a database of department best
practices/FAQs
- Formalize "on the job" training to ensure consistency and
standardization of processesMiscellaneous
- Support a positive work environment that results in employee
retention
- Motivate and encourage team members
- Document and work to resolve employee concerns following
established paths as necessary
- Other duties as assignedATTRIBUTES FOR SUCCESS
- Thorough understanding of contact center technologies, employee
development and training best practices particularly Nice
inContact
- Experience with CRM systems as it relates to customer
life-cycle management, engagement and retention
- Customer Service best practices and philosophies
- Strong relationship-based service skills, with demonstrated
customer service orientation
- Microsoft Office Suite, particularly Excel and PowerPoint
- Understand and carry out oral and written instructions and
request clarification when needed
- Effective decision making skills, independently and as a member
of a group
- Strong interpersonal and communication skills
- Collaboration and delegation of tasks
- Prioritization of work and multi-tasking in a fast paced
environment
- Strong follow-up skills
- Adaptable to change and introduction of new
technologyREQUIREMENTS
- Minimum 5 years' experience in a contact center leadership
role
- Experience leading a distributed workforce
- Background in project management or other cross-functional
leadership positions
- High school degree or equivalent
- Bachelor's Degree preferred
- Excellent verbal and written communication
Keywords: 3 Day Blinds, Irvine , Customer Care Manager, Executive , Irvine, California
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