Customer Care Manager

2 weeks ago

Edmonton, Alberta, Canada Groupe Touchette Full time

The Prairies Customer Care Manager oversees call center operations and customer service activities within the assigned region. This role ensures high-quality service delivery, drives exceptional customer focused culture, and manages a team dedicated to providing timely and accurate support to customers, dealers, and sales force. The manager will implement strategies to improve efficiency, customer satisfaction, and loyalty while maintaining compliance with company standards.

Key Responsibilities
Call Center Operations

  • Manage regional call center teams to ensure optimal performance and adherence to service level agreements (SLAs).
  • Monitor call queues, response times, and resolution rates to maintain high customer satisfaction.
  • Implement best practices for First Call Resolution, reducing repeat contacts and improving efficiency.

Customer Experience

  • Ensure accurate and timely handling of inquiries related to tire products, warranties, orders, and technical support.
  • Develop and maintain escalation protocols for complex issues.
  • Analyze customer feedback and implement corrective actions to enhance service quality.

Team Leadership

  • Recruit, train, and coach customer service representatives on tire industry knowledge, call handling, and problem-solving.
  • Conduct regular performance reviews and provide ongoing development opportunities.

Operational Excellence

  • Track KPIs such as ASA, Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
  • Collaborate with logistics, sales, and technical teams to resolve customer issues quickly and effectively.
  • Ensure compliance with company policies and regional regulations.

Strategic Initiatives

  • Drive continuous improvement projects focused on call center efficiency and customer experience.
  • Implement technology solutions (CRM, call monitoring tools) to streamline processes.

Qualifications

  • 5+ years in customer service management, with experience in call center operations.
  • Knowledge of the tire industry and related products.
  • Strong leadership, communication, and analytical skills.
  • Proficiency in CRM systems and call center software.

Core Competencies

  • Customer-centric mindset with a focus on First Call Resolution.
  • Ability to manage high-volume call center environments.
  • Strong problem-solving and conflict resolution skills.
  • Data-driven decision-making and KPI management.

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