Description
Robert Half is partnering with a growing organization for its next Customer Care Manager. The Customer Care Manager is a team player that supervises a fast-paced customer care team to provide a stellar experience for the customers. The position will work onsite in Harrisburg, PA.
RESPONSIBILITIES:
• Supervise, develop, and coach direct reports and build high-performance teams while maintaining a culture of excellence.
• Coordinate with leadership on methods to develop and deliver best in class customer care processes across multiple locations.
• Review and resolve customer disputes that are escalated from Customer Care Team.
• Monitor calls for excellence, proper use of protocol and training opportunities.
• Assist Customer Care Coordinators with high call volume when needed.
• Identify and coordinate training to teams.
• Monitor workflow and volume at individual locations
• Identify and communicate issues and opportunities for improvement.
• Oversee and report on KPI’s of Customer Care Coordinators to ensure KPI goals for success and growth are met.
• Maintain strong and effective interpersonal skills and effective working relationships with all stakeholders, both internal and external.
Requirements
• 5+ years of experience in customer care, previous management in a call center is a plus
• Ability to motivate and work collaboratively in a team environment
• Proficiency with Microsoft Office.
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app (https://www.roberthalf.com/mobile) and get 1-tap apply, instant notifications for AI-matched jobs, and more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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