Customer Care Manager: Lead, Optimize & Grow Teams

Zenith American Solutions; Mendota Heights (MN); On-site; USD 68,000 - 83,000; Full time

Job summary

Zenith American Solutions seeks a Manager of Customer Care to steer the Customer Care teams, oversee daily operations, and ensure delivery in line with client requirements and company guidelines. The role emphasizes leadership, performance management, and process optimization.

Ideal candidates will have five years in customer service with two in supervision, strong analytical skills, and the ability to manage remote staff, travel as needed, and drive efficient workflows in a dynamic benefits

Qualifications

• Minimum five years of experience in customer service with at least two years in a supervisory role.
• Understanding of call metrics and analysis, staffing models, and workforce management.
• Strong analytical and problem-resolution skills with independent judgment.
• Ability to manage staff remotely and travel as necessary.

Responsibilities

• Provides daily leadership and supervision to Customer Care teams.
• Develops staff through performance management, goal setting, and training.
• Optimizes workflows, tools, staffing, and technology for efficient operations.
• Remediates escalated issues and supports client needs.
• Participates in new business presentations and client meetings.
• Resolves escalated customer issues and coordinates new client implementations.
• Maintains up-to-date knowledge of assigned plans and applies it effectively.

Skills

Call metrics

Staffing models

Workforce management

Remote staff management

Travel willingness

Microsoft Office

Analytical skills

Decision making

Team leadership

Customer service

Education

High School diploma or GED

Associates degree in business

Tools

None

Job description

Zenith American Solutions seeks a Manager of Customer Care to steer the Customer Care teams, oversee daily operations, and ensure delivery in line with client requirements and company guidelines. The role emphasizes leadership, performance management, and process optimization.

Ideal candidates will have five years in customer service with two in supervision, strong analytical skills, and the ability to manage remote staff, travel as needed, and drive efficient workflows in a dynamic benefits