The Customer Care Manager is responsible for the day-to-day operations of a contact center for Mom's Meals. This role will directly manage 5-6 supervisors, and will indirectly manage approximately 100 hourly employees.
\n Position Responsibilities may include, but not limited toMonitor Call Center productivity to ensure successful attainment of department goals and objectivesMonitor individual and team dynamics and identifies both positive and negative performance trendsDetermine work procedures and lead process improvement initiatives within the Customer Care DepartmentStudy and standardize procedures to improve efficiencyManage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the departmentParticipate in the hiring, coaching, and termination of employees, with assistance from Human ResourcesEffectively facilitate team meetings and is responsible for communication strategy to the Contact CenterAssist with external clients to handle higher level concernsResponsible for 100 representatives and 5-6 supervisors Required Skills and ExperienceBachelor's Degree or equivalent education and experienceProficient in Microsoft Office Suite, with focus on Word, Excel and OutlookExcellent verbal, telephone, and written communication skillsAbility to multi-task and handle numerous assignments simultaneouslyStrong leadership skills and the ability to take initiativeExcellent listening and feedback skillsAbility to work well in a team environmentEffective training and meeting skillsProfessional, positive, and enthusiastic attitudeProven performance management, coaching, and counseling skillsStrong attention to detail and analytical skills Physical RequirementsRepetitive motions that include the wrists, hands and/or fingersSedentary work that primarily involves sitting, remaining in a stationary position for prolonged periodsVisual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
\nCompany Overview Mom's Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others. EEO Mom's Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.