Customer Care Manager for a Popular E-Commerce Fashion Brand

Area : Los Angeles

Description : Our client is a well-known e-commerce company focused on women's apparel. They are seeking a Customer Care Manager to manage and build a team that provides an exceptional experience to customers.

Responsibilities

- Manage the day-to-day operations of a 50 seat Tier-1 contact center through 5 supervisors

- Manage the day-to-day operations of the reputation management team (social + review sites)

- Create accountability throughout the customer care organization

- Ensure on-going agent/advocate development and quality improvement

 - Work cross-functionally with outsource team, operations, and quality training manager

- Continuously work to improve center performance across a number of KPIs

- Manage escalated issues in partnership with Director, VP and legal counsel as needed

- Serve on a management rotation schedule for evening & weekend coverage as needed 

Qualifications:

- Bachelor's degree, required 

- 5+ years of customer service management experience, with the proven track record of managing successful teams.

- Strong leadership, management and mentorship capabilities 

- Ability to develop new procedures, policies and reporting tools to simplify and improve operations 

- Strong analytical and problem-solving skills; ability to synthesize data into comprehensive reports for all levels of staffs 

 

Published : Jul 23, 2018

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