The Customer Care Manager is responsible for the day-to-day operations of a contact center for Mom’s Meals. This role will directly manage 6-9 supervisors, and will indirectly manage approximately 150 hourly employees.

Position Responsibilities may include, but not limited to

• Monitor Call Center productivity to ensure successful attainment of department goals and objectives
• Monitor individual and team dynamics and identifies both positive and negative performance trends
• Determine work procedures and lead process improvement initiatives within the Customer Care Department
• Study and standardize procedures to improve efficiency
• Manage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the department
• Participate in the hiring, coaching, and termination of employees, with assistance from Human Resources
• Effectively facilitate team meetings and is responsible for communication strategy to the Contact Center
• Assist with external clients to handle higher level concerns
• Responsible for 125-175 hourly employees and 6-9 supervisors

Required Skills and Experience

• Bachelor’s Degree or equivalent education and experience
• 5+ years of call center leadership experience
• Proficient in Microsoft Office Suite, with focus on Word, Excel and Outlook
• Excellent verbal, telephone, and written communication skills
• Ability to multi-task and handle numerous assignments simultaneously
• Strong leadership skills and the ability to take initiative
• Ability to work well in a team environment
• Effective training and meeting skills
• Professional, positive, and enthusiastic attitude
• Proven performance management, coaching, and counseling skills
• Strong attention to detail and analytical skills

Physical requirements

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

Company Overview

Mom’s Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom’s Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.

EEO

Mom’s Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.