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Become A Customer Care Manager

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Working As A Customer Care Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $80,000

    Average Salary

What Does A Customer Care Manager Do At Comcast

* Manages call routing and scheduling to ensure required coverage.
* Provides direction to ensure accuracy of forecasted internal and outsourced call volume for the call center.
* Assists with the development of call center technology and productivity tools.
* Tracks, analyzes, and reports performance data on key departmental initiatives.
* Creates an environment that fosters teamwork and accountability and positively impacts the customer experience.
* Provides input as well as communicates company strategy and motivates the CAE team toward achieving company vision.
* Ensures that work/escalated issues are addressed and completed in a timely manner.
* Provides leadership, guidance, and direction to CAE leaders and technical staff.
* Hires, coaches, and evaluates CAE personnel and leadership based on performance standards.
* Consistent exercise of independent judgment and discretion in matters of significance.
* Regular, consistent and punctual attendance.
* Must be able to work nights and weekends, variable schedule(s) as necessary.
* Other duties and responsibilities as assigned

What Does A Customer Care Manager Do At The Calatlantic Group

* Manages coordination of homeowner walk-throughs, move-ins, service requests, inspections, repairs, remodeling, structural and landscape alteration, and periodic “on-site” customer projects.
* Reviews service issues related to production technique and products, and recommends or discusses procedures for correction at department meetings.
* Inspects or manages inspection of all work done by subcontractors with the authority to accept or reject such work relative to standards established in the division.
* Works with Construction department to ensure that re-occurring issues are tracked and addressed during the build process.
* Staffs, trains, coaches and evaluates performance of all Customer Care employees.
* Manages and oversees warranty costs and budget to minimize warranty expenditures.
* Interacts with local Code Enforcement officials and Department of Consumer Affairs as required.
* Participates in Divisional planning and process improvement programs to improve overall Division performance

What Does A Customer Care Manager Do At Best Buy

* Responsible and accountable for resolving escalated customer requests via the forms submitted by retail and being worked by the Geek Squad Customer Care Team.
* Ability to interact with all IT systems and requirements.
* Accurate and timely measurement, follow up and reporting on all Delivery and Installation opportunities.
* Leverage Key Performance Indicator metrics (Including Customer NPS (Net Promoter Score) to measure progress and highlight areas where improvement is needed.
* Responsible for talent selection, development, performance management, and engagement for Customer Care Agents.
* Manage schedules to ensure hours of operations are staffed appropriately.
* Ensure Service Level Agreements are being met by direct reports.
* Maintain effective and ongoing partnerships with internal customers/business partners (3PL, DDC, local field teams, and Retail).
* Serve as a liaison to cross functional teams to drive root cause analysis for appliance services failures and recommended course of action to fix/prevent
* Key holder for the building to assist with opening and closing duties

What Does A Customer Care Manager Do At Exelon Corporation

* ACCOUNTABILITIES- Direct management employees in the development of strategies and implementation of tactics in support of business and financial plans.
* Coordinate and evaluate scheduling of work within the area.
* Coordinate operations activities with Contact Center Support teams. ; Review and approve all departmental expenditures. ; 30%
* Develop, direct, manage, evaluate and instruct managers of bargaining unit or non-exempt line employees in the department.
* Evaluate management, supervisory and line employee performance and develop programs and new processes to enhance job skills and motivate employee towards department goals. ; ; 30%
* Develop working relationships and implementation plans with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances. ; Manage activities and processes in accordance with management guidelines and the CBA. ; 10%
* Design, implement, and monitor identified process/procedural improvements. ; 10%
* Interface with other business units to ensure timely completion of work and identified process/procedural improvements.
* Manage, direct and supervise the servicing of internal/external customer special needs. ; 10%
* Establish and maintain a safe work environment for subordinates within the department. ; Manage the facility to ensure a safe, clean and productive work environment. ; 10%POSITION SPECIFICATIONSMinimum:
* Bachelor degree preferred and 8
* years experience in EED business unit, or in lieu of degree extensive (min 15+ years) internal or external experience
* Demonstrated leadership, managerial and supervisory experience
* Detailed knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes
* Proven experience in managing the employee dispute resolution or grievance process
* General understanding of customer information systems
* Demonstrated computer literacy
* Demonstrates strong project management skills
* Demonstrates high levels of leadership in EED competencies:
* Drives for Accountability and Achieves Results
* Fosters Teamwork and Collaboration
* Applies Continuous Learning and Improvement
* Sustains High Performance in Ambiguous Situations
* Promotes Diversity
* Creates Competitive Advantage
* Qualifications
* Operational decisions are made without supervision; Decision-making authority is related to all people, processes and operations within the contact center.
* Provide performance feedback and decision into final performance ratings and salaries the Customer Care Center team.
* Conduct performance reviews and job selection interviews
* Accountable to meet annual budget ($25M) through the management of people and processes, and the successful implementation of business and operational plans.
* Accountable for the overall performance of the Customer Care Center. ; Establish, promote and maintain a safe work environment.
* Accountable for ensuring customer and employee satisfaction.
* Represent Customer Care organization to both internal and external audiences. ; Advise/counsel Director on strategic direction as needed.
* Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
* VEVRAA Federal Contractor EEO is the Law Poster
* REQNUMBER: 200679

What Does A Customer Care Manager Do At Freedom Mortgage

* Supervises and mentors subordinate managers including the hiring process, training, work assignments, performance evaluations, development of career goals, and disciplinary action.
* Fiscal Responsibility:
* Develops and manages the budget for the department through sound fiscal measures.
* Work Place Responsibility:
* Maintains a safe and healthy work place environment.
* The department manager ensures that all employees of the department receive appropriate training, counseling, and understand all of the applicable procedures so that they can safely do their assigned work

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Customer Care Manager Jobs

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Help others decide if this is a good career for them

Average Length of Employment
Support Supervisor 3.6 years
Team Manager 3.0 years
Top Careers Before Customer Care Manager
Manager 5.8%
Supervisor 4.1%
Cashier 3.6%
Internship 3.3%
Top Careers After Customer Care Manager
Manager 7.0%
Owner 3.3%
Cashier 3.2%

Do you work as a Customer Care Manager?

Customer Care Manager Demographics

Gender

Female

55.8%

Male

33.8%

Unknown

10.4%
Ethnicity

White

61.9%

Hispanic or Latino

16.0%

Black or African American

11.8%

Asian

6.7%

Unknown

3.7%
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Foreign Languages Spoken

Spanish

61.7%

French

8.1%

Italian

4.7%

German

4.7%

Portuguese

4.0%

Chinese

2.7%

Hindi

2.0%

Carrier

2.0%

Mandarin

1.3%

Dakota

1.3%

Urdu

1.3%

Swedish

0.7%

Marathi

0.7%

Gujarati

0.7%

Dutch

0.7%

Filipino

0.7%

Russian

0.7%

Thai

0.7%

Cantonese

0.7%

Finnish

0.7%
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Customer Care Manager Education

Schools

University of Phoenix

35.8%

Strayer University

7.4%

Kaplan University

5.5%

Capella University

4.0%

Grand Canyon University

3.8%

Arizona State University

3.6%

Michigan State University

3.4%

Georgia State University

3.4%

Walden University

3.2%

University of Houston

3.2%

Liberty University

3.2%

Southern New Hampshire University

2.9%

Ohio State University

2.7%

Webster University

2.7%

Florida State University

2.7%

American InterContinental University

2.7%

Nova Southeastern University

2.5%

University of Utah

2.5%

University of Denver

2.5%

University of South Florida

2.3%
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Majors

Business

34.5%

Nursing

14.7%

Management

5.3%

Psychology

5.0%

Social Work

4.6%

Communication

4.5%

Marketing

4.0%

Health Care Administration

3.1%

Education

2.6%

Accounting

2.6%

Criminal Justice

2.3%

Human Resources Management

2.3%

English

2.0%

General Studies

2.0%

Computer Information Systems

1.9%

Finance

1.9%

Sociology

1.7%

Liberal Arts

1.7%

Project Management

1.6%

Computer Science

1.6%
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Degrees

Bachelors

39.4%

Other

21.5%

Masters

21.4%

Associate

10.2%

Certificate

4.2%

Diploma

1.6%

Doctorate

0.9%

License

0.8%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$80,000
View Detailed Salary Report
$46,000
Min 10%
$80,000
Median 50%
$80,000
Median 50%
$80,000
Median 50%
$80,000
Median 50%
$80,000
Median 50%
$80,000
Median 50%
$80,000
Median 50%
$140,000
Max 90%
Best Paying Company
eBay
Highest Paying City
San Francisco, CA
Highest Paying State
Washington
Avg Experience Level
3.1 years
How much does a Customer Care Manager make at top companies?
The national average salary for a Customer Care Manager in the United States is $80,839 per year or $39 per hour. Those in the bottom 10 percent make under $46,000 a year, and the top 10 percent make over $140,000.

Real Customer Care Manager Salaries

Job Title Company Location Start Date Salary
Manager, Customer Care 2 EBAY Mobile Labs, Inc. San Jose, CA Jun 19, 2014 $162,908
Manager, Customer Care 3 EBAY Mobile Labs, Inc. San Jose, CA Jul 08, 2014 $162,908
SR. Customer Care Manager Dental Equipment LLC DBA KAVO Na, Pelton & Crane Charlotte, NC Jan 01, 2014 $130,000 -
$150,000
Manager, Customer Care Rockwell Automation, Inc. Weston, FL Sep 01, 2015 $116,199
Manager, Acute Care II Virginia Mason Medical Center Seattle, WA Nov 01, 2011 $114,000
Manager, Customer Care Rockwell Automation, Inc. Weston, FL Sep 01, 2014 $111,730
Customer Care Manager Dental Equipment LLC DBA Pelton & Crane Charlotte, NC Jan 01, 2011 $102,710 -
$115,500
Customer Care Manager Justicetrax, Inc. Mesa, AZ Oct 01, 2012 $77,500

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Top Skills for A Customer Care Manager

  1. Customer Service
  2. Customer Care Department
  3. Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Developed and managed a customer service quality assurance program aimed at reducing call volume and promoting first call resolution and customer retention
  • Headed customer care department involving production/testing, QC, service, inventory warehouse and product development /support departments.
  • Managed all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
  • Constructed patient questionnaire flow paths enabling Technical Support Specialists to ask and answer questions uniformly and obtain standardized results.
  • Developed a successful quality management system and service level agreements which enhanced customer service and sales.

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Top 10 Best States for Customer Care Managers

  1. New York
  2. Alaska
  3. Rhode Island
  4. Connecticut
  5. Massachusetts
  6. Delaware
  7. Washington
  8. Pennsylvania
  9. District of Columbia
  10. Minnesota
  • (1,338 jobs)
  • (58 jobs)
  • (81 jobs)
  • (272 jobs)
  • (812 jobs)
  • (77 jobs)
  • (561 jobs)
  • (902 jobs)
  • (118 jobs)
  • (435 jobs)

Top Customer Care Manager Employers

Jobs From Top Customer Care Manager Employers

Customer Care Manager Videos

Credit Analysis Manager, Career Video from drkit.org

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