Customer Care Manager
Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued
engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers.
Join a company that has changed the way the world shops, learns, parks, does banking and of course – works!
Our employees enjoy:
- Compensation package inclusive of base plus incentive and shift differential for some shifts
- Convenient onsite clinic,7-days per week providing affordable healthcare access
- Free transportation service
- Health Insurance Benefits
- Company - paid Life Insurance coverage
- Paid Vacation
- Educational Assistance Program
- Free internet access
- Flexible shifts
- Career and Employee Development –Grow your career and earn possible promotions to Leadership positions and
Operational roles in Information Technology, Human Resources, Accounts - Stable environment with opportunity to work across diverse industries-Healthcare, Retail, Travel, Banking and
Technology - Twice-monthly Business Day (on-site financial company visits, providing service and convenience to employees)
- Active Sports Programs with vibrant interdepartmental and business house competitions in basketball, football and netball
CUSTOMER CARE MANAGER-KINGSTON & MONTEGO BAY
Job Summary:
Responsible for the general management of the activities of a group or department by driving achievement of assigned goals, metrics and key performance indicators.
Duties and Responsibilities:
- Train and develop Customer Care Supervisors to increase effectiveness and quality of service.
- Direct all function-related activities within the scope of the operations.
- Define and recommends objectives,develops short and long term plans and programs to support company goals and budgets.
- Review performance against plan and approves changes in direction as needed.
- Ensure continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction.
- Develop audit and quality assurance programs and strategies to ensure efficiencies, quality of service and customerretention.
- Ensure adequate staffing and productivity level to meet or exceed required performance standards.
- Ensure compliance with policies and procedures.
- Normally provides guidance to professional individual contributors.
- Establish and implements performance and service standards.
- Develop and implements processes and/or operational improvements to enhance efficiency and effectiveness of operations.
- Ensure productivity meets or exceeds service and quality standards.
- Develop departmental budget and controls costs.
- Demonstrate leadership by motivating team to achieve consistent level of quality work
- Communicate clear vision and goals..
- Develop staff and builds positive, productive teams.
- Manage difficult client/customer situations, demonstrates commitment to providing quality service, provides
service and assistance to meet commitments, and solicits customer feedback to improve service. - Demonstrate the ability to work under stressful, time-sensitive deadlines, adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
- Manage multiple projects while providing leadership to staff.
- Identify and resolves complex problems in a timely manner, gathers and analyzes information skillfully.
- Prioritize and plan work activities and uses time and resources efficiently.
- Commitment to using ethical behavior and compliance with company’s Code of Conduct.
- Travel may be required.
- May be required to sit for extended periods of time.
- All other duties as assigned.
Ideal candidate should possess the following:
- Minimum 2 years experience as an Operations Manager within a call center environment
- Excellent written and verbal communication skills
- Strong interpersonal skills at both and individual and team level
- Experience in staff interactions and improvement methods/projects (e.g., coaching, quality, productivity)
- Demonstrated leadership skills in a fast-paced and rapidly changing environment
- Adaptable to manage change while maintaining a positive attitude
- Strong problem solving and decision making skills
- Strong MS Office skills Word/Excel
- Strong customer service orientation
Interested applicants apply online NO LATER than August 25, 2016. Please note that only short listed candidates will be contacted and interviewed