Job expirat
The Customer Care Manager will lead and coordinate activities of the Customer Service Supervisors and teams. This includes day to day and strategic activities to include people, technology and process development. We will be expecting this person to provide outstanding internal and external customer service to include commitment to key performance metrics as well as the customer experience.
Manage Cost and Operating Expense:
Manage key performance indicators (KPI) for service metrics daily, weekly, monthly
Define, communicate, and implement a best in class customer service model
Closely manage/monitor performance metrics, resource allocation and service level objectives
Balance costs & operational expenses against desired performance results
Manage Service Levels to Meet or Exceed Customer Expectations
Ensure timely responses to customer communications and serve as the contact in any cases of internal or external escalation
Drive efforts to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals
Assure appropriate customer engagement practices are being achieved
Support Brand Initiatives
Provide timely communication of planning, merchandising, and marketing efforts for all channels (Voice, Web, Email, Social Media) to ensure appropriate service levels and staffing goals.
Develop and maintain customer feedback process for communication to leadership, internal & external customers and propose processes for improvement.
Maintains positive, constructive working relationships
Manage and balance big picture concerns with day-to-day activities.
Build/Grow Talent
Drive key associate retention initiatives, focusing on creating world class customer service environment and culture
Excellent team leadership, project management and program management skills
Partner with other departments and management to accommodate timely and complete issue resolution
Possess strong commitment to share in the organizational vision of service and quality, while maintaining and leveraging resources.
Ability to communicate effectively at all levels
Strong analytical skills and proven ability to make appropriate business recommendations based on data.
Proven ability to adapt to changes in the business and develop strategies to address those changes.
Excellent written, oral, and presentation skills.
Proven ability to manage projects from inception to completion.
Good time management and organizational skills.
Strong knowledge of call center operations at a brand level along with the proven ability to ensure world class customer service.
Demonstrated management skills and the ability to foster an environment that promotes personal development of direct reports
Requirements
Encourages and promotes team work to enhance the work environment
5+ years of Supervisory or Management experience within a call center required
Desired skills
Lean and/or SixSigma certification (Green Belt)
COPC, TSIA or equivalent certification
Located in Bucharest - Romania, Avira was founded in 2004 by a dynamic core of security experts who is committed to the following values: security ethics, professional attitude, open spirit, pride and respect. These principles are meant to stand at the base of any long term
collaboration and partnership that Avira Soft will undertake.
Avira Soft gathered a team of more than 50 dynamic professionals who are permanently collaborating with the experimented specialists of Avira GmbH , Germany. We are a dynamic and creative team and our purpose is to produce high quality software.
We also impose some requirements for our candidates: creativity, technical knowledge, team working capabilities and the ability to finish the job on time.
