Manager, Customer Care Center
Job Category: Customer Service
Requisition Number: MANAG001276

Posted: December 10, 2021
Closed: February 1, 2022
Showing 1 location
MA - Boston TFCCS
Boston, MA 02115, USA
Job Details
Department:                 Fulfillment & Customer Care
You will oversee a dynamic team of communication professionals who are responsible for ensuring the delivery of high quality customer service to external customers and internal clients, setting the right standards and vision for the Customer Care Center (CCC), and supporting the overall mission of The Mother Church and Publishing Society.  In this role you will manage the achievement of operational performance and quality goals and develop the team, ensuring appropriate guidance, inspiration, and support for the CCC staff. You will also oversee the relationship with our remote third-party customer contact center, providing management and oversight, monitoring compliance with service level agreements related to operational performance and quality, and ensuring access to necessary resources. You will also identify and maintain strategic alignment and support of The Mother Church and the CSPS by identifying and escalating trends and topics of interest from customers and members. 
  1. Provides strategic leadership for delivery of excellent customer service experiences (50%)
    • Plan, prioritize and delegate work tasks to ensure proper functioning and staffing of the department
    • Provide managerial guidance, support, and coaching to coordinators and supervisors for performance improvement and professional development
    • Establish and communicate goals and initiatives for coordinators and supervisors
    • Develop, implement and review customer service policies and procedures, identifying and implementing strategies to improve quality of service, productivity and fiscal responsibility and ensuring necessary resources and tools are available for quality customer service delivery
    • Define and communicate customer service standards; develop report metrics and key performance indicators; inspire and motivate team to achieve high performance
    • Ensure that feedback is properly channelled to provide good customer engagement and actionable information for internal clients
    • Collaborate with supervisors to:
      1. Confirm the achievement of agreed customer service standards and modify these as needed
      2. Review and act on customer feedback
      3. Track customer complaint/concern resolution
      4. Handle complex and difficult customer service issues
    • Monitors CDS operations and quality and provide oversight and direction for continual improvements
    • Support initiatives of the Fulfillment Manager and provide customer service reports and insight when needed
    • Be available to answer questions and resolve escalated customer challenges
    • Establish and maintain processes that allow the CCC to identify trends among customer and member inquiries and report these insights to the appropriate client departments
    • Identify strategic opportunities to support the mission of The Mother Church and products of the CSPS and Office of the Publisher’s Agent
  2. Provide strong management and oversight of operations and infrastructure (50%)
    • Interface with clients and key positions among CSPS and TMC departments to establish standards, define requirements, provide quality assurance,confirm current info about products and activities, and identify areas of improvement for customer service and retention
    • Provide daily support for workflow management, training, quality and information coordination
    • Leverage CRM tools to improve services to clients and customers
    • Ensures that budget requirements are met
    • Collaborate with Supervisors, TSG personnel and the Product and Systems Manager to ensure technology supports the needs of the department
    • Oversee operational effectiveness of Boston and CDS Global centers
    • Work with distribution and warehouse managers to provide seamless support to customers in their product needs and requests
    • Provide backup when the supervisors are unavailable
    • Occasionally take calls and answer emails to maintain insight and current understanding of processes and messaging.
Reporting Relationships
Supervisor:  Fulfillment and Customer Support Director 
Supervises:  Directly supervises approximately 6 employees - CCC Supervisors, Training & Quality Coordinator, Information Coordinator, Reading Room Business Activity Administrator  
Regular Contact:  Employees, product managers, vendors, professionals, staff and the public (customers and members)
College degree and 4-7 years professional/management experience.  Demonstrated leadership and staff development skills. Strong facilitation, conflict resolution, and investigative skills.  Strong technology background.
Technology Skills
Microsoft Office  (Word, Excel, and PowerPoint) and Google document skills needed.  Salesforce Service Cloud experience preferred.  Ability to learn new systems/processes. Familiarity with contact center technologies helpful.
Work Environment
Office and contact center environment.  Position requires a flexible work schedule and can include evenings, weekends and holidays in times of urgent support needs and high priority resolution.
Christian Science Information
Mother Church membership and Primary class instruction required.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. 
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