Customer Care Manager

CUSTOMER CARE MANAGER

Our Values:

At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is "Making Homes Great" and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity, and Fun.

Your Role:

As a Customer Care Manager, you will be leading a team of Customer Care Agents, Specialists, and Supervisors. You will be responsible for providing on-going coaching, training, and feedback to ensure we are developing high performing professionals committed to delivering outstanding customer service via phone, email, or chat. In this role you are expected to be a critical thinker and drive upstream process improvements to reduce inbound contacts and drive NPS scores.

General Description of Duties:

• Plan, prioritize, train, and collaborate with your team to ensure achievement of SLAs
• Analyze relevant data and create reporting to determine customer service opportunities and root cause analysis to reduce friction
• Identify and implement strategies to improve quality of service, productivity and profitability
• Complete performance reviews as required for all employees in the department establishing clear expectations of goals and provide monthly coaching and performance feedback
• Maintain and create dashboards and reports to monitor reduction in calls as new initiatives are implemented
• Maintain and create forecasts for contacts and provide recommendations if trends are not meeting plan
• Provide proactive follow up for all assigned escalated customer issues
• Implement new technologies to help manage work assignments by benchmarking tools and create proposals for Executive approval for any recommendations.
• Oversee new hire training and ongoing training initiatives for the team to drive quality interactions
• Work on special projects as assigned with internal and external partners to drive NPS improvements
• Other duties as assigned

Qualifications:

• Manage multiple, on-going, and high priority assignments at the same time
• Work independently

Requirements:

• Associates Degree in Management or Business
• Bachelor's Degree a plus
• 5-7 years customer service experience in a call center environment
• 2-5 years experience managing employees in a fast-paced environment

Work Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, sit and talk or hear. This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employees.