Customer Care Manager (Remote)

About the role

This is a remote/work-from-home position responsible for leading, developing, and supporting a customer service team to ensure exceptional customer experience. The Customer Care Manager oversees daily managerial operations, implements service strategies, and ensures alignment with the organization’s missions, values, and goals. This role works closely with the department Sr. Manager and other departments to resolve issues, improve processes, and promote a customer-first culture.

Responsibilities

• Manage a staff of employees for AIL.
• Oversee day-to-day call center operations, ensuring efficient handling of inbound and outbound calls.
• Lead, coach, and develop staff members to ensure all departmental goals are met efficiently and effectively.
• Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs.
• Give presentations to Senior and Executive Management regarding department performance and insights.
• Use data-driven analysis to optimize contact center operations.
• Serve as a project manager or subject matter expert for assigned teams or projects.
• Develop, implement, and review ongoing performance results.
• Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First Call Resolution, and customer satisfaction.
• Handle customer escalated issues, ensuring timely resolution and a positive customer experience.
• Implement call center policies, procedures, and best practices to improve efficiency and service quality.
• Collaborate with workforce management to schedule staff and ensure adequate coverage.
• Provide regular performance feedback and conduct evaluations to support employee growth.
• Use data and call center metrics to identify trends, improve processes, and recommend solutions.
• Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery.
• Champion a culture of accountability, teamwork, and continuous improvement.
• Participate in daily, weekly, monthly, and annual planning processes as appropriate.
• Maintain a favorable working relationship with all company employees to foster and promote a cooperative working environment.
• Perform all necessary managerial functions to effectively and efficiently manage assigned personnel.

Requirements

• High School Diploma or equivalent required.
• Proven ability to lead, mentor, motivate, and develop contact center teams.
• Strong verbal and written communication skills.
• Effective analytical thinking and strong problem-solving abilities.
• Advanced Microsoft Office Suite (Word, Excel, Outlook, Teams); familiarity with call center software, reporting tools, and ticketing platforms.
• Staffing, scheduling, capacity planning, and change management experience.
• Results-oriented with the ability to set clear expectations and exceed targets.
• Strong time management and ability to handle multiple priorities in a high-volume environment.
• Knowledge of company policies and customer privacy/security standards.
• Ability to navigate team dynamics and organizational change with empathy.

Benefits

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans.
• Robust life insurance benefits and retirement plans, including company-matched 401k plan.
• Paid holidays and time off to support a healthy work-life balance.
• Parental leave to help employees welcome new additions.
• Subsidized all-in-one subscriptions to support fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for assistance with mental health, stress management, and work-life balance.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for a visit to Globe Life Field.