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Customer Care Operations Manager
California Closets. Lead the day-to-day operation of the Central Support team .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in managing contact-center operations, including workforce management, performance metrics, and vendor relationships. Proven ability to lead teams, drive continuous improvement, and effectively communicate across functions.
Highest-signal resume keywords
Contact-Center Operations ManagementSalesforce CRM ExperienceWorkforce Management PrinciplesPeople Leadership and DevelopmentProcess Management and Continuous Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Contact-Center KPIsPerformance AnalysisRoot Cause IdentificationCorrective Action ImplementationSOP DevelopmentIncident ResolutionForecasting and Capacity PlanningQuality Assurance ManagementLead-Management MetricsTechnical Support Management
Soft Skills
Excellent Written CommunicationExcellent Verbal CommunicationCoaching and MentoringTeam DevelopmentProblem-Solving
Tools & Technologies
SalesforceCRM TechnologiesQuality Assurance ToolsPerformance Reporting ToolsOperational Documentation Tools
Industry Keywords
Customer CareContact-Center ExperienceBPO RelationshipsVendor Performance ManagementOperational Risk Management
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Employees can work remotely
- Equal opportunity employer
- Confidential handling of information according to EEO guidelines