Customer Care Team Manager

People Leadership & Coaching

Directly supervise a dedicated team of Customer Care Associates, providing daily direction, real-time coaching, and hands-on support.
Build and develop a team of passionate and knowledgeable Associates who strive to make the Customer the #1 priority by focusing on delivering world class experiences.
Lead by example and foster an environment of coaching, active listening, transparency, inclusion, professional growth, and support, including performance reviews, corrective actions, and regular constructive and positive feedback.
Conduct regular one-on-ones, team huddles, and coaching sessions to drive individual and team development.
Manage day-to-day performance: set goals, monitor progress against key performance indicators, and address performance gaps through coaching and corrective action.

Approve and manage associate schedules, time-off requests, timecards, and attendance in accordance with company policy.
Provide meaningful input on hiring, onboarding, promotion, and staffing decisions; interview and retain associates with the right skills, area-specific expertise, and Customer-first mindset.
Implement and execute training, development plans, coaching, and Standard Operating Procedures set in place for the team.
Respond quickly to escalated or negative Customer experiences by coaching the Associate through de-escalation and ensuring they feel supported to make things right for the Customer.
Enable Associates to be champions of our products and services, ensuring they can inform, educate, and promote offerings to Customers.

Operational Oversight

Develop, track, and analyze key performance indicators for actionable insights and strategic recommendations associated with the Contact Center, and ensure departmental goals are achieved.
Monitor and assess QA for associates, using NICE to facilitate an outstanding Customer experience.
Provide guidance and direction through queue management in NICE.
Ensure continuous training, coaching, accountability, and Standard Operating Procedure execution within the team.
Identify and escalate priority issues to key stakeholders; communicate website issues to internal stakeholders as necessary for quick resolution; report product and service-related trends to the Associate Merchants.

Customer & Operational Support (as needed)

Provide oversight of, and when needed assist with, Customer support across multiple channels, including phone and email.
Investigate and resolve Customer-specific issues related to order shipments.
Route contacts to appropriate resources.
Support Loyalty member account management.
Support eCommerce order management, both domestic and international.