Manager, Customer Care Quality

Jobtailor; New York (NY); On-site; USD 90,000 - 135,000; Full time

Job summary

Jobtailor is seeking a Regional Customer Service Manager in New York to lead operations across multiple terminals. You will coach reps, set performance metrics, and work with cross-functional teams to optimize the customer experience.

Ideal candidates have 5+ years in customer service and prior management, plus a willingness to travel 25%+. This role emphasizes process improvements and stakeholder collaboration to reach regional goals.

Qualifications

• Bachelor’s degree in Business or related field is preferred.
• 5+ years of customer service experience and prior management experience.
• Willingness to travel 25% or more of the time.

Responsibilities

• Manage customer service operations within a geographic region.
• Supervise customer service operations within multiple terminals.
• Coach customer service representatives, set performance goals, and provide feedback.
• Track call resolution time, customer satisfaction scores, and representative productivity.
• Review customer service calls and interactions for adherence to company standards and quality guidelines.
• Handle complex customer complaints and escalated issues.
• Work with customer service trainers to provide ongoing training and development.
• Collaborate with sales, operations, and internal stakeholders to ensure a seamless customer experience.
• Develop and implement strategies to improve business processes, increase productivity, and enhance customer experience.
• Collaborate with local leadership to achieve regional customer service goals.

Skills

Customer Service Management

Performance Coaching

Process Improvement

Complex Problem Resolution

Stakeholder Collaboration

Education

Bachelor’s degree in Business

Tools

Call Resolution Tracking

Quality Standards Review

Business Process Development

Job description

• Manage customer service operations within a geographic region
• Supervise customer service operations within multiple terminals
• Coach customer service representatives, set performance goals, and provide feedback
• Track call resolution time, customer satisfaction scores, and representative productivity
• Review customer service calls and interactions for adherence to company standards and quality guidelines
• Handle complex customer complaints and escalated issues
• Work with customer service trainers to provide ongoing training and development
• Collaborate with sales, operations, and internal stakeholders to ensure a seamless customer experience
• Develop and implement strategies to improve business processes, increase productivity, and enhance customer experience
• Collaborate with local leadership to achieve regional customer service goals

Requirements

• Bachelor’s degree in business or a related area preferred
• 5+ years of customer service experience
• Prior management experience
• Willingness to travel 25% or more of the time

Core Competencies

Demonstrates expertise in managing customer service operations, coaching representatives, and implementing strategies to enhance customer experience and productivity. Proven ability to handle complex complaints and collaborate with various stakeholders to achieve regional goals.

Highest-signal resume keywords

• Customer Service Management
• Performance Coaching
• Process Improvement
• Complex Problem Resolution
• Stakeholder Collaboration

ATS Optimization Keywords

Hard Skills

• Customer Service Operations
• Performance Goal Setting
• Call Resolution Tracking
• Quality Standards Review
• Business Process Development

Soft Skills

• Coaching
• Feedback Provision
• Team Leadership
• Communication

Certifications & Qualifications

• Bachelor’s Degree in Business

Industry Keywords

• Customer Satisfaction Scores
• Customer Complaints Handling
• Training and Development
• Regional Goals Achievement