Customer Care Manager
Our client is seeking an experienced and dynamic Customer Care (Operations) Manager to lead the day-to-day operations of their non-voice customer service channels, including chat, email, and social media. This role will focus on vendor management, driving customer satisfaction, managing escalations, and supporting strategic initiatives to enhance customer care.
The ideal candidate will have a strong background in customer care, call center management, and vendor program oversight, with a particular emphasis on non-voice channels like chat and email. Familiarity with KPIs, budget management, and technical systems is highly desirable.
Roles and Responsibilities
- Oversee daily operations for chat, email, and social media interactions, including staffing forecasts, quality audits, and performance management.
- Conduct weekly calibration sessions with vendors and establish quality and CSAT targets.
- Drive continuous improvements to customer satisfaction and key performance metrics, including sales and retention.
- Promote and expand BOT functionality and automated support in line with the company’s technical roadmap.
- Collaborate with internal stakeholders to promote non-voice channels and implement process improvements.
- Create and distribute operational reports, including dashboards and executive-level updates.
- Manage vendor relationships, ensuring maximum performance and alignment with organizational goals.
- Lead technology implementations and support UAT testing in collaboration with project managers.
- Collaborate with legal and compliance teams to address account investigations and policy adherence.
- Manage communications and resolutions for escalated issues, ensuring they align with organizational objectives.
Qualifications and Skills
- 3+ years of relevant experience in vendor management for customer care operations
- 2+ years of managerial experience in a call center environment
- Strong understanding of chat/SMS technology, BOT automation, and workforce management tools.
- Proven experience managing third-party BPO vendors.
- Familiarity with customer satisfaction metrics and key performance indicators (KPIs).
- Proficiency in Microsoft Office, particularly Excel.
- Strong communication and presentation skills, with experience engaging senior leadership
We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
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