Deskripsi Pekerjaan
Elevate Your Career with Clark Outsourcing
Clark Outsourcing is looking for a strategic and highly organized Customer Care Manager to spearhead our service delivery operations in Angeles City. This is a critical leadership role designed for a professional who excels at the intersection of client relations and operational logistics. The primary mission of this role is to ensure that every service shift requested by our agency’s clients is accurately scheduled and fulfilled by our talented pool of providers.
As our Customer Care Manager, you won't just be managing a team; you will be the architect of a seamless service experience. You will oversee the delicate balance of supply and demand, ensuring that client needs are met with precision and that our service teams are deployed effectively. We are looking for a candidate who combines a passion for customer excellence with a rigorous approach to workforce management and scheduling.
Join a company that values professional growth, operational excellence, and a collaborative work culture. We offer a competitive salary, a modern working environment in the Clark area, and the chance to make a significant impact on our agency's reputation and client success.
Tanggung Jawab
- Manage and oversee the daily scheduling operations to ensure all client service shifts are filled and confirmed.
- Act as the senior point of contact for clients, addressing complex service requirements and high-level inquiries.
- Lead and mentor a team of customer care coordinators, providing training and performance feedback to drive operational efficiency.
- Develop and implement robust scheduling protocols to minimize service gaps and maximize resource utilization.
- Analyze service delivery metrics and KPIs to identify trends and implement process improvements.
- Resolve escalated client complaints or scheduling conflicts with a focus on long-term relationship retention.
- Collaborate with the recruitment department to ensure the service provider pipeline aligns with client demand forecasts.
- Maintain high data integrity within the company’s CRM and scheduling software platforms.
Kualifikasi
- Proven experience as a Customer Care Manager, Operations Manager, or in a similar leadership role within a staffing or BPO environment.
- Strong background in workforce management, logistics, or complex scheduling operations.
- Excellent verbal and written English communication skills, with the ability to influence stakeholders at all levels.
- Demonstrated ability to manage and develop a high-performing team in a fast-paced environment.
- Exceptional problem-solving skills and the ability to think critically under pressure.
- Proficiency in CRM software, workforce management tools, and the Microsoft Office Suite.
- Strong attention to detail and a commitment to operational excellence.
- Bachelor’s degree in Business Administration, Management, or a related field.