INTERNAL JOB POSTING ALERT

POST DATE:  8/14/2025            END DATE:  8/21/2025

POSITION: Seasonal - Manager - Customer Care Center
LOCATION: All Sites
DEPARTMENT: Operations CCC
SALARY GRADE: 17 (formally grade 15) - starting wage is $60,600 yr and may increase based on merit, tenure and geographic location
SCHEDULE: TBD

Position Overview:

The Care Center Manager will oversee the activities of leadership team to hire and develop highly motivated, highly skilled care center teams to provide best in class service to our customers.

The Manager will ensure call quality within their teams, and deliver operational and financial controls in a cost effective manner while ensuring that operational plans are aligned with business objectives. The successful candidate must be able to handle multiple tasks to help drive efficiencies and manage performance.


Essential Functions:

• Lead and develop teams to provide best in class service to customers
• Provide strong leadership to mentor, develop, and guide team members to efficiently leverage the potential of every call/inquiry.
• Accomplish objectives by establishing plans, managing efficiencies, and results measurements; allocating resources; reviewing progress; making mid-course corrections.
• Develop strong relationships with internal and external business partners and customers through excellent communication and time management
• Ensure adherence to service level agreements of quality, productivity, and accuracy and maintain and meet monthly targets and expectations.
• Build and maintain effective hiring and retention plans; create a fun and inspiring work environment for all associates
• Establish and maintain consistency throughout organization by communicating to customer service best practices to ensure internal controls and customer satisfaction.
• Participate in cross-brand, cross-channel, cross-functional teams to facilitate customer opportunities/objectives
• Assist in analyzing business performance and efficiencies to manage business profitability.

Qualifications & Experience

• Preferred Bachelor's degree in Business or related field.
• 5+ years of Customer Services/Care Center experience and managing exempt level teams or previous successful supervisory experience under our current organization required.
• Excellent writing and communication skills required.
• Proficient in Microsoft products, including Word, Excel, Windows, and PowerPoint . Avaya and Care Center Systems preferred
• Ability to work at a fast pace effectively and accurately multi-task.
• Be proactive, take initiative and meet deadlines.
• Expert at resolving difficulty, sensitive and complex issues.
• Must complete talent assessment for consideration 

TO APPLY:   Interested candidates should complete Sections 1-3 of the Internal Job Posting Application. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions, and may not have received any level of progressive counseling greater than a verbal warning within the past six months.  Applicants must have the minimum required work experience for the position, as stated in the job posting

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTIONS