Customer Care Manager

Responsibility

The common responsibilities for this position include leading and overseeing the customer care team to ensure high-quality service standards, conducting performance reviews, training, and coaching sessions to enhance customer handling skills and product knowledge. The role involves ensuring compliance with internal policies and external regulations, managing escalated customer cases, and optimizing resources to meet business goals. Additionally, the manager is responsible for analyzing customer feedback, calls, and complaints to identify improvements, providing monthly reporting on KPIs and contact center metrics, and staying updated on industry best practices and new technologies. The position also requires implementing strategies for maximizing first-contact resolution, reducing handle times, and addressing root causes of issues while championing customer priorities across departments to foster a customer-centric culture.

Job Growth

Skills Requirement

The percentages next to each skill reflect the sector’s demands in these respective skills. E.g., 30% means this skill has been listed in 30% of all the job postings in this sector.

• Skill Categories
• Specific Skill Sets

Skills Distribution

The skills distribution tells you what specific skill sets are in demand. E.g., Skills with a distribution of “More than 50%” means that these skills are wanted in more than 50% of the job postings.

• More Than 70%
• More Than 50%
• More Than 30%
• More Than 10%