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Position SummaryThe Customer Care Manager is responsible for the day-to-day operations of a contact center for Mom's Meals. This role will directly manage 6-9 supervisors, and will indirectly manage approximately 150 hourly employees.Position Responsibilities may include, but not limited to

+ Monitor Call Center productivity to ensure successful attainment of department goals and objectives

+ Monitor individual and team dynamics and identifies both positive and negative performance trends

+ Determine work procedures and lead process improvement initiatives within the Customer Care Department

+ Study and standardize procedures to improve efficiency

+ Manage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the department

+ Participate in the hiring, coaching, and termination of employees, with assistance from Human Resources

+ Effectively facilitate team meetings and is responsible for communication strategy to the Contact Center

+ Assist with external clients to handle higher level concerns

+ Responsible for 125-175 hourly employees and 6-9 supervisors

Required Skills and Experience

+ Bachelor's Degree or equivalent education and experience

+ 5+ years of call center leadership experience

+ Proficient in Microsoft Office Suite, with focus on Word, Excel and Outlook

+ Excellent verbal, telephone, and written communication skills

+ Ability to multi-task and handle numerous assignments simultaneously

+ Strong leadership skills and the ability to take initiative

+ Ability to work well in a team environment

+ Effective training and meeting skills

+ Professional, positive, and enthusiastic attitude

+ Proven performance management, coaching, and counseling skills

+ Strong attention to detail and analytical skills

Physical requirements

+ Repetitive motions that include the wrists, hands and/or fingers

+ Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods

+ Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

Company Overview

Mom's Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.

EEO

Mom's Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.