Customer Care Operations Manager

Job not on LinkedIn

🔥 7 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $95k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 2%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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California Closets

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1984

🏗️ Construction

💼 Consulting

Construction • Consulting • Home Improvement

California Closets is a company that specializes in designing and installing custom storage solutions for homes. They offer a wide range of products including custom closets, wardrobes, garage storage systems, and more, tailored to fit the client's style, needs, and budget. The company provides free design consultations, either in-home or virtually, where expert design consultants collaborate with clients to create 3D digital models of their envisioned spaces. California Closets prides itself on using high-quality materials from North America and Europe and provides professional installation services by skilled technicians. The company is dedicated to transforming spaces to bring calm and joy to their clients' lives, offering personalized solutions for every room in the home.

📋 Description

• Lead the day-to-day operation of the Central Support team • Manage Customer Liaisons, Specialists and Team Leads supporting consultation scheduling, technical support and back-office administration • Own departmental performance, KPIs, lead-management metrics, complaints, feedback, quality and team NPS • Identify root causes and establish measurable corrective actions • Serve as the primary operational contact for supported markets • Prepare performance reports, analyze trends and conduct business reviews • Lead hiring, onboarding, coaching, performance management, payroll administration, schedules and rosters • Manage the Quality Assurance program and monitor customer interactions • Lead customer escalations and coordinate solutions • Develop and maintain SOPs, training and operational documentation • Manage the operational relationship with TLS, including vendor performance, quality, lead-management expectations and corrective actions • Evaluate vendor forecasts, staffing, capacity plans and service-level performance • Own Customer Care Salesforce campaigns, queues and lead-routing operations • Coordinate campaign setup, routing changes, testing, launch readiness and post-launch validation • Monitor routing and campaign performance and manage issues through recovery and closure • Identify and escalate operational risks and coordinate incident resolution • Lead or participate in post-incident reviews and implement preventive actions

🎯 Requirements

• 7+ years of progressive customer care or contact-center experience, including responsibility for contact-center operations and people leadership • Experience managing outsourced contact-center or BPO relationships • Strong understanding of contact-center workforce-management principles, including forecasting, capacity planning, staffing, scheduling and intraday management • Experience with Salesforce or a comparable CRM in a lead-management, campaign, queue or routing environment • Ability to define business requirements, validate operational outcomes and partner with technical resources • Thorough understanding of contact-center KPIs and performance drivers • Experience leading operational incidents or cross-functional escalations through resolution • Strong process-management and continuous-improvement capabilities, including SOPs and operating controls • Excellent written and verbal communication • Proven people leadership capability, including hiring, coaching, performance management and team development • Strong working knowledge of contact-center and CRM technologies • Must be eligible to work in the United States under the employer's E-Verify process

🏖️ Benefits

• Employees can work remotely • Equal opportunity employer • Confidential handling of information according to EEO guidelines

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