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10 days old

Customer Care Manager

Kelly Services
Ann Arbor, MI 48104
**Customer Care Manager**


**Direct Hire: 75K**


**Location: Ann Arbor MI**


**Job Description**


Our client is adding a Customer Care Manager to our new Ann Arbor Care Team! This dynamic leader will manage the day-to-day operations of the Customer Care department serving as the single point of contact for assigned brands.


**PRINCIPAL FUNCTIONAL RESPONSIBILITIES:**


+ Manage, train, provide performance feedback and assign duties of direct reports to ensure productivity, efficiency, and effectiveness.

+ Determine work procedures, forecast call volumes, project staffing levels, and expedite workflow.

+ Responsible for implementing process improvements to improve customers quality of service and/or reduce operating expense. Responsible for achieving objectives for assigned brands and developing root cause analysis and action plans for performance which fails to meet target standards.

+ Create, analyze and monitor Management Operating System (MOS) objectives against defined metrics and goals.

+ Responsible for cultivating and maintaining business relationships with key customers to support departmental goals and objectives.

+ Trouble shoot issues on behalf of the customer and serve as interface with all touch points (Customer Care, Manufacturing, Sales, IS) to ensure timely resolution of concerns.

+ Implement Customer Care policies, procedures and strategies by working cross-functionally to ensure alignment with new product and promotion strategies.

+ Manage the Customer Care budget and identify ways to cut costs, where appropriate.

+ Develop and conduct customer service communication sessions quarterly.


**ESSENTIAL QUALIFICATIONS AND SKILLS:**


+ Bachelors degree in business or related field.

+ 8 years customer service or call center management experience to include 5 years P&L responsibility.

+ Demonstrated successful leadership, including personnel and organization development.

+ Intermediate proficiency with Microsoft Office Suite.

+ Demonstrated successful ability to build positive partnerships and work collaboratively with cross-functional business teams.

+ Ability to think strategically with supporting analytical skills.

+ Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.

+ Ability to function at a high level of effectiveness, flexibility, independence, and initiative without daily interaction with management.

+ Ability to travel up to 35%.


**Please apply online or email resumes to chri259@kellyservices.com**


**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.


**Why Kelly** **** **?**


As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.


**About Kelly** ****


At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2022-06-17 Expires: 2022-07-18

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Customer Care Manager

Kelly Services
Ann Arbor, MI 48104

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