Description

We need a leader who is experienced in inspiring and providing leadership to Contact Center teams and contributing to the strategic vision of the company. The Senior Care Manager builds and manages all aspects of a care department inclusive of leading management, sales, business analytics, and channel development. The Senior Care Manager also works closely with the following departments; Customer Support, Finance, Marketing, and other sales teams for the purpose of ensuring the delivery of world-class delivery experience. You will implement effective processes and technologies to drive performance achievement, highly effective teams, excellent customer experience, cross functional collaboration and input to strategic direction of the company. As a senior leader you are expected to also support the Contact Center in driving special projects with minimal supervision or input.

The ideal candidate will have highly effective skills in communication as well as a proven track record in problem-solving, team building, call center operations, business and financial acumen and technical management. The Senior Care Manager plays a strategic role in building creative sales strategies that are focused on consumer satisfaction and revenue generation for the business. In this position, the Senior Care Manager creates goals that comply with the attainment of the business’s overall objectives and strives to meet and exceed these goals. The Senior Sales Manager conducts reviews on the existent care department strategies and weighs them against results in order to identify areas of improvement. She/He subsequently relays this information to senior care management for consideration and approval. In this capacity, the Senior Care Manager creates comprehensive and compelling strategic proposals that challenge the status-quo and convince senior care management with crystal clear added-value. The Senior Care Manager also plays an analytical role in conducting research and performing analyses on the performance of the care department ensuring prompt delivery and accuracy of daily/weekly/monthly/quarterly reports to senior management. This is for the purpose of identifying areas of improvement in the business’s marketing strategies, identifying opportunities and understanding the market and competitive environment. In this position, the Senior Care Manager also assesses the amount of resources required by the care department in order to achieve optimal performance, leading to financial benefit for the business.

What you’ll do:

• Consistently coach and develop leadership
• Exemplify strong leadership acumen
• Drive and maintain high employee engagement, empowerment, and overall morale
• Build positive and productive working relationships and foster creativity, innovation, and integrity
• Oversee employee and customer interactions
• Consistently manages and tracks employee performance
• Collaborate with workforce on business needs
• Work closely with senior leadership on departmental and company strategies tailored to business needs
• Participate in monthly, quarterly, and annual goal setting processes
• Implement reward and recognition programs to acknowledge exceptional performance
• Responsible for the management of monthly team budget
• Coach, counsel and administer disciplinary action as required
• Coach employees in proper job performance techniques and procedures
• Analyze data trend reporting to drive customer experience improvements
• Drive team performance in overall revenue, partner offerings, and customer service levels
• You may also directly manage front line managers
• Consistently meets forecasted KPIs
• Be a part of the candidate selection process as needed
• Ambassador of LegalZoom culture and values

 Qualifications:

• BS or BA required, Masters Degree or equivalent experience preferred
• 5-7 years of Customer Care experience in a high-volume contact center, legal or service environment (preferred)
• 3-5 years Leadership position experience
• Knowledge of Salesforce, Slack, and MS Office applications (preferred)
• Strong analytics skills
• Exceptional written and verbal communication skills
• Ability to manage multiple projects and play a creative role in GTM strategy
• Highly ethical individual with a strong desire to succeed both professionally and personally
• Motivated self-starter
• Detail-oriented & results-driven
• Positive-thinking and team-oriented
• The ability to motivate and inspire a team