Customer Care Center Leader: Drive Exceptional Support

zTrip FTC; Fort Collins (CO); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life

PTO

Paid Holidays

401(k) with Company Match

Career Advancement Opportunities

Professional Development and Leaders

Stable Employment

Supportive Work Environment

Job summary

zTrip is seeking a Customer Care Center Manager in Fort Collins, CO to lead the customer service and dispatch communications center. You will oversee daily operations, manage staff performance, and drive service excellence across multiple transportation accounts.

The role emphasizes coaching, accountability, and a culture focused on customer satisfaction. As a leader, you will collaborate with operations, dispatch, maintenance, safety, and leadership teams to maintain high-quality service while

Qualifications

• Previous customer service leadership or management experience.
• Strong background in customer support, contact centers, dispatch operations, or related environments.
• Exceptional communication, problem-solving, and interpersonal skills.
• Experience leading, coaching, and developing employees.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time-management skills.
• Proficiency with Microsoft Office and customer service management systems.
• Ability to analyze performance data and implement improvements.

Responsibilities

• Oversee daily customer care center operations to ensure service levels are met.
• Develop staffing plans and manage schedules to maintain adequate coverage.
• Monitor attendance, productivity, and workforce performance metrics.
• Ensure timely responses to calls, emails, voicemails, and customer inquiries.
• Assist with operational planning and process improvements that enhance efficiency.
• Provide coverage and support during high-volume periods as needed.
• Monitor service requirements and ensure compliance with contracts and standards.
• Collaborate with leadership to ensure service commitments are achieved.

Skills

Leadership

Call center operations

Dispatch operations

Communication

Data analysis

MS Office

Tools

CRM systems

Scheduling software

Job description

zTrip is seeking a Customer Care Center Manager in Fort Collins, CO to lead the customer service and dispatch communications center. You will oversee daily operations, manage staff performance, and drive service excellence across multiple transportation accounts.

The role emphasizes coaching, accountability, and a culture focused on customer satisfaction. As a leader, you will collaborate with operations, dispatch, maintenance, safety, and leadership teams to maintain high-quality service while