Job Summary:
We are seeking a dynamic and highly motivated Customer Care Manager to lead and manage our customer support operations within a fast-paced mortgage contact center. The successful candidate will have a strong background in customer service management, sales, and administration, with the ability to lead a team of customer care agents in delivering exceptional service through telephony-based support. This role is crucial in ensuring a seamless and positive experience for customers throughout their mortgage journey, from initial inquiry to post-sale care.
Key Responsibilities:
* Team Leadership:
o Lead, manage, and motivate a team of customer care representatives to achieve performance targets and maintain high standards of service.
o Conduct regular performance reviews, coaching, and development plans for the customer care team to ensure they meet individual and team objectives.
o Foster a positive, customer-first environment by encouraging collaboration, ongoing learning, and accountability.
* Customer Service Management:
o Oversee day-to-day operations of the customer care contact center, ensuring effective telephony-based customer service, including inbound and outbound calls.
o Monitor service level agreements (SLAs), response times, and quality of interactions to ensure compliance with internal and regulatory requirements.
o Handle escalated customer inquiries and complaints, resolving issues efficiently while maintaining high levels of customer satisfaction.
* Sales & Business Development Support:
o Collaborate with the sales team to support lead conversion through excellent customer service and product knowledge.
o Implement cross-selling or upselling opportunities where appropriate, ensuring that customer needs are met and that business goals are supported.
o Provide customer feedback and insights to the sales and marketing teams to drive product improvements and optimize customer engagement strategies.