[FULL TIME Remote] Customer Care Manager - Remote Work

Bring your passion and expertise to make a difference as a Customer Care Manager - Remote Work! Experience the best of both worlds with this role based in our innovative Remote office. This position requires a strong and diverse skillset in relevant areas to drive success. The salary for this position is set at a competitive salary.

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• *Job Description:**

Time Warner is seeking a dedicated and dynamic Customer Care Manager to join our team on a part-time basis in this fully remote role. As a Customer Care Manager, you will play a crucial role in enhancing customer satisfaction and loyalty by leading a team of customer care representatives. We are looking for a resilient and resourceful individual who is passionate about delivering exceptional customer experiences in a fast-paced, innovative environment.

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• *Key Responsibilities:**

1. **Team Leadership:**
• Manage and mentor a team of customer care representatives, ensuring they excel in providing high-quality support and maintaining customer satisfaction.
• Facilitate regular team meetings, performance reviews, and training sessions to enhance team capabilities and morale.

2. **Customer Experience Management:**
• Develop and implement customer service policies and procedures to promote best practices and streamline operations.
• Analyze customer feedback and metrics to identify areas for improvement and implement strategic enhancements to the customer experience.

3. **Performance Monitoring:**
• Monitor and assess team members’ performance and customer interactions to ensure compliance with company standards.
• Utilize various tools and software to generate and interpret reports that track team performance and customer satisfaction scores.

4. **Collaboration with Departments:**
• Work cross-functionally with other departments, such as sales and product development, to ensure customer feedback is effectively communicated and addressed.
• Collaborate with the marketing team to develop customer retention strategies and initiatives.

5. **Problem Resolution:**
• Act as an escalation point for complex customer issues that require advanced problem-solving skills, ensuring that resolutions are timely and effective.
• Maintain thorough documentation of customer interactions and resolutions as part of the quality assurance process.

6. **Innovation and Continuous Improvement:**
• Stay updated with industry trends and best practices, proposing innovative solutions for enhancing customer service and operational efficiency.
• Lead initiatives to foster a culture of continuous improvement within the customer care team.

7. **Scheduling and Coordination:**
• Develop and manage work schedules for team members to ensure adequate coverage and optimal performance while maintaining a healthy work-life balance.
• Ensure that customer care operations align with Time Warner’s strategic goals and objectives.

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• *Requirements:**

• Bachelor’s degree in Business Administration, Communication, or related field preferred.
• 6+ years of relevant experience in customer service management, with a strong background in leading diverse teams.
• Proven track record of achieving customer satisfaction and retention targets.
• Resilient and resourceful personality traits, demonstrating the ability to navigate challenges and constraints.
• Strong innovation mindset with a keen attention to detail.
• Excellent interpersonal and communication skills, both verbal and written.
• Proficient in customer service software, CRM systems, and performance tracking tools.
• Ability to work independently and take ownership of responsibilities in a remote work environment.
• Familiarity with workforce management and scheduling tools is a plus.

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• *Benefits:**

• Relocation allowance for qualifying candidates.
• Company transportation support.
• Disability insurance coverage.

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• *Working Environment:**

At Time Warner, we foster an empowering environment that encourages employees to take ownership of their roles and make impactful decisions. You will be part of a collaborative team that values innovation, open communication, and continuous improvement.

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• *Application Deadline:** October 21, 2024• *Equal Opportunity Statement:**

Time Warner is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.

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