Manager I, Customer Care

Customer Care Operations Manager

Customer service is the support offered to customers after buying and using a company’s product or service. It helps people to have an easier and more enjoyable experience using what they’ve purchased. Amazing customer service is essential for businesses to retain customers and provide a positive experience. At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We empower and support our employees to reach unimaginable heights while growing our business to make a global impact; it’s our mission.

Operations Managers have key responsibilities in planning, organizing, staffing, leading, and controlling:

• OM routinely sets appropriate team objectives, determines actions to support the mission, and determines required resources, including suitable staffing supervisors and other talented team members for critical roles.
• OM will establish relationships that encourage teams to work together to achieve performance goals.
• OM articulates the vision, energizes employees, and inspires and motivates people using influence, persuasion, and practical communication skills.
• OM evaluates and identifies how well the team achieves goals, improves performance, and elevates the customer experience. They put processes in place to help establish standards and assist supervisors in measuring, comparing, making decisions, and communicating them.

RESPONSIBILITIES

• Overall service delivery responsibility for multiple supervisors/customer service teams
• Manage delivery expectations ensuring continuous improvement for all Continuum and client metrics
• Work with Director and AGM/Senior Operations Manager to create and maintain clear escalation paths related to service delivery concerns and associated client communication
• Manage in a proactive environment, not in a reactive manner
• Drive monthly goal achievement and provide clear and defined roles and responsibilities to direct reports, delegate and develop as appropriate
• Work with respective support/management teams to ensure the timely resolution of all customer issues
• Work in close collaboration with AGM/Senior Operations Manager to keep updated on delivery issues & challenges and align on client expectations
• Partner with the Service Delivery team to create and deploy standardized reporting
• Work with AGM/Senior Operations Manager to identify and manage service improvement activities
• Provide support to Supervisors in all facets of the business, including managing the Supervisor relationship, ensuring customer satisfaction to all team members
• Provide consistent and constant feedback to leadership concerning issues and agree upon tactics and resolutions

Please apply today if you meet all the following:

• I enjoy coaching, training, monitoring, and motivating others.
• I have strong technical, communication, critical thinking, decision-making, people interaction, and time management skills.
• I have extensive experience (5+) in managing the operations of a call center or customer care business.
• I strongly understand operational compliance, quality, workforce management, and business intelligence.
• I am results-oriented with a track record of consistent service delivery and high credibility with both internal teams and external clients.
• I lead by example and build ethical, trustworthy relationships.
•  I’m a forward-thinker who can anticipate problems and act quickly.
• I have a continuous improvement mindset.
• I can adapt to a rapidly growing business environment, shifting priorities, meeting deadlines, and working well under pressure.
• I understand prioritizing or dealing with multiple issues and projects.
• I am willing to mentor and train peers.
• I am an effective communicator, both verbally and in writing, using professional language and proper grammar. I understand that I will be responsible for documenting corrective actions and conveying these to team members. I fully understand that these documents may be subject to legal proceedings as they are discoverable and should include clear and concise documentation to support decision-making.
• I can manage my emotions and understand the feelings of people around me. I am self-aware and self-regulating, motivate myself and others, show empathy, and keenly use social skills. I can demonstrate this emotional intelligence when having difficult conversations with employees about attendance, performance, policy adherence, and overall accountability.
• I understand that as a leader, I may not always agree with company policies or decisions; however, I must convey and enforce them positively. I must communicate professionally and be respectful to others. I will prioritize and protect the company’s business interests as a leader.
• I’m computer and software proficient, including Microsoft O365, with strong Excel and PowerPoint skills. I’m comfortable using and interpreting BI data, preparing reports, and making internal and client-facing presentations.

About Continuum Global Solutions, LLC

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.