The Customer Care Omni Channel Manager will be focused on our Digital Customer Experience strategy execution and leading our Omni Channel Team.
This role will be heavily involved in strategy and personnel/performance management.
This involves ensuring our customers can contact our Care Center using their channel of choice.
We are focused on consistent, reliable, and transparent service through all channels via phone or online services.
We are seeking a leader who will grow and lead email, chat, SMS, and other online tools to service our changing customer needs.
Essential Duties & Responsibilities:
Key role in executing strategy surrounding Omni Channel projects related to customer experience through web and online tools (chat, SMS, email).
Work collaboratively throughout the organization to develop and implement Omni Channel tools and processes.
Work with all customer contact centers to expand their Omni Channel service level through Salesforce management and quality.
Create, present, and facilitate discussions on products and programs with internal and external customers.
Work with sales leadership in developing division goals, aligned with company growth goals.
Report results of goals and team productivity in a meaningful way to stakeholders.
Participate in the hiring, termination, coaching, and raise review process with your team members.
Be accountable for and manage individual team members and team performance metrics, hold weekly team huddles, and hold monthly 1:1s with your team members.
Develop and implement methods and activities to increase group performance and engagement.
Qualifications:
Skills:
Excellent verbal and written communication skills
High-level customer service skills
Forward planning and strategic thinking skills
Time management and ability to prioritize tasks
Strong problem-solving skills
Ability to mentor and coach employees effectively
Qualities:
Vibrant personality with the ability to connect with peers, customers, and direct reports
Strategic thinker with a focus on technology
Integrity in business practices and when working with others
Hunger for continuous improvement personally and professionally
Experience:
Requires a High School Diploma or equivalent GED, associate or bachelor’s degree in Business, Management, or similar field preferred
3+ years of experience in leading and developing a technology-driven team
Proficient with report creation and use of tools such as Excel, Word, PowerPoint, Teams, and Outlook
Experience with implementation of automation and new systems
