Manager - Customer Care (Call Center)

Michigan, Kalamazoo-Battle Creek

Posted: 08/17/2018 Industry: Other (HR, Admin, Mkt, Sales) Job Number: 12007

Excellent Opportunity with Global Fortune 300 Medical Device Organization!

Manager Customer Care (Call Center)

Located in Kalamazoo, MI

Great Career Advancement Opportunities

Relocation Assistance Available

Summary of Position

Our client is seeking a top talent who possesses an acute sense of urgency, attention to detail, and strong analytic skills with a customer service orientation. This role provides a unique opportunity to work cross divisionally and build relationships with both internal and external customers. The Manager - Customer Care is accountable for developing and advancing the Vision of the customer experience through leading a multitude of activities including M&A activity, advancing technology, and leading a cross-functional team.


Evolving, communicating, and driving engagement with Visioning of the Customer Experience Center Operating Model
Lead numerous activities related to mergers and acquisitions within the order to cash and service functions.
Development and evolution of the technology strategy enabling advancement of the business.
Manage a team of 4 or more professional business leaders (Call Center Supervisors) in cross-functional operations of a fast paced environment
Plan, oversee and drive a culture of continuous improvement. Accountable to the proper documentation of process maps, work instructions and procedures.
Keep current with industry trends and utilize knowledge gained to manage process improvements
Work with peers across the organization and industry to establish and execute best practices.

Accountable to managing department financial objectives through careful budgeting and analysis of results and corrective actions as necessary
Interview, hire, train, develop and engage top talent while ensuring a pipeline of talent is established for future roles
Analyze, develop and report on team KPIs while driving for improvement
Drive customer satisfaction and engagement through execution of the strategic plan
Ensure a quality plan is in place and executed across all functions of the team


Industry certifications desired
B.B.A. Or B.S. In business or related curriculum or equivalent industry experience required
Must be able to generate and explain detailed proposals, guidelines, budgets and procedures.
Must be able to analyze and resolve extremely complex issues of a broad scope using independent judgment.
Must be able to routinely make decisions that have a company-wide effect.
Must be able to observe and correct minor inconsistencies (e.G. In the printed word, product appearance, etc.).
6+ years of experience leading and managing professional level employees
Proven experience leading teams of 50+ team members
Experience with M&A business integration
Experience with SAP and Salesforce.Com
Demonstrated experience leading technology enhancements/ projects
Demonstrated success in leading process improvement initiatives
Excellent managerial and leadership skills
Customer service oriented
Enjoy working in a constantly evolving environment and coping with uncertainty
Excellent communication skills verbal and electronic
Creative problem-solving under pressure
Ability to lead through motivation
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