Call Center Customer Care Manager - Lead & Elevate Service

Universal Health Services; Seattle (WA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Employee assistance program

Health insurance

Paid time off

Vision insurance

Job summary

MyRegistry.com is seeking a Call Center Customer Care Manager to drive exceptional service and strong customer satisfaction in an onsite Seattle setting. You will lead a team, develop strategies, and partner across sales, marketing, and operations to elevate the customer experience.

The role requires proven leadership, coaching, and problem-solving skills, with hands-on mentorship of staff and a focus on metrics, quality assurance, and continuous improvement.

Qualifications

• Proven experience as a Call Center Customer Care Manager or similar role with a strong track record in managing customer service teams.
• In-depth knowledge of customer service principles, practices, and techniques.
• Strong problem-solving and decision-making skills to handle complex customer issues.
• Excellent leadership and interpersonal skills to motivate teams and interact with stakeholders at all levels.
• Proficiency in using customer service software and CRM systems.

Responsibilities

• Develop and implement customer service strategies, policies, and procedures to ensure efficient and effective service delivery.
• Manage and supervise a team of customer care representatives, including recruitment, training, coaching, and performance management.
• Set performance goals and monitor metrics, providing regular feedback and recognition.
• Foster a customer-centric culture, delivering exceptional customer experiences.
• Handle escalated inquiries and complaints, ensuring timely resolution and satisfaction.

Skills

Leadership

CRM software

Communication

Problem-solving

Analytical

Time management

Customer service principles

Education

Bachelor's degree in Business Administration, Marketing, or a related field

Tools

CRM systems

Job description

MyRegistry.com is seeking a Call Center Customer Care Manager to drive exceptional service and strong customer satisfaction in an onsite Seattle setting. You will lead a team, develop strategies, and partner across sales, marketing, and operations to elevate the customer experience.

The role requires proven leadership, coaching, and problem-solving skills, with hands-on mentorship of staff and a focus on metrics, quality assurance, and continuous improvement.