Customer care manager vs call center manager

Differences between customer care manager and call center manager duties and responsibilities

Customer care manager example responsibilities.

• Create and manage department documentation to meet ISO and FDA regulations.
• Manage and complete projects that are assigned to the CSM group.
• Plan, organize and manage all Medicare and Medicaid call center activities.
• Manage relationships with vendors including, vendor selection, contract negotiations, escalations and SLA oversight and remediation.
• Lead the redesign of IVR functionality leading to $700K in annual savings and less than a year ROI.
• Manage customer communication, RMA program, key supplier performance audits and quarterly QBRs, and internal audits with major accounts.
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Call center manager example responsibilities.

• Lead the project to upgrade the WFM system to the current vendor version.
• Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
• Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
• Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
• Accomplish Medicare standards with qualitative and quantitative measures.
• Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.
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