The PPS Customer Care Manager is responsible for overseeing the daily operations of a multi-location call center, managing both domestic and offshore teams. This role ensures high levels of performance, productivity, and customer satisfaction while driving process improvements, maintaining compliance with internal policies and applicable laws, and fostering a positive work environment across all teams. The manager will coordinate operations for multiple clients, ensuring that performance targets and service levels are consistently met or exceeded.
Key Responsibilities:
Leadership & Team Management
- Lead, supervise, and develop a team of supervisors, team leads, and call center agents located both domestically and internationally.
- Build a collaborative, performance-driven culture across multiple time zones and cultural environments.
- Conduct regular one-on-one and team meetings with staff to provide coaching, feedback, and performance reviews.
- Set clear performance expectations and KPIs, and track team and individual achievements.
Operations & Client Management
- Oversee day-to-day call center operations across multiple clients, ensuring service delivery meets each client’s unique standards, goals, and contractual obligations.
- Monitor and enforce quotas and KPIs for inbound/outbound volume, sales, retention, and service across daily, weekly, and monthly benchmarks.
- Manage client communications, reporting, and performance reviews, ensuring transparency and satisfaction with service delivery.
- Develop and implement tailored SOPs to support each client’s specific needs while maintaining operational efficiency.
Quality Assurance & Compliance
- Establish and maintain quality assurance processes to ensure service consistency, accuracy, and compliance with company and regulatory standards.
- Monitor calls, review customer interactions, and provide feedback to improve agent performance and customer experience.
- Ensure compliance with local labor laws, data privacy, and international communication standards (e.g., GDPR, TCPA, HIPAA where applicable).
Training & Development
- Coordinate onboarding and ongoing training programs for new and existing agents, ensuring alignment with client-specific processes, company values, and industry standards.
- Identify skills gaps and implement upskilling strategies to enhance team effectiveness and customer engagement.
Cross-Functional Collaboration
- Collaborate with internal departments such as Marketing, IT, and clients to ensure customer and client feedback is heard and acted upon.
- Partner with HR and recruiting to manage staffing needs and address personnel issues effectively.
Technology & Reporting
- Leverage CRM, call routing, and workforce management platforms (e.g., Go High Level, Acuity, Square Space, etc.) to optimize workflows.
- Generate, analyze, and present performance data and reports to clients and internal leadership, offering insights and actionable recommendations.
Vendor & Offshore Team Oversight
- Manage third-party call center vendors or BPO partners, including contract adherence, performance monitoring, and relationship management.
- Facilitate seamless communication and alignment between internal teams and offshore counterparts.
- Travel as needed to offshore locations for training, quality audits, and team engagement.
