Customer Care Manager

pAs the Senior Customer Care Manager, you'll be at the helm of optimizing and enhancing the operations of our client's customer care team. With a strong focus on delivering exceptional customer satisfaction and driving operational efficiency, you'll leverage your expertise in managing call center operations, utilizing data and analytics to streamline workflows, and implementing strategies for continuous process improvement. /pbrDe verwachte ervaring van sollicitanten, evenals extra vaardigheden en kwalificaties die nodig zijn voor deze baan, worden hieronder opgesomd.brpstrongKey Responsibilities: /strong /pulliOversee and refine the daily operations of the call center in collaboration with the partners and back-office customer care team, driving performance and fostering ongoing improvements across all aspects of the operation. /liliConduct detailed workflow assessments to identify inefficiencies, bottlenecks, and opportunities for process optimization throughout the organization. /liliRegularly monitor and report on key performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT), driving continuous improvements. /liliLead, mentor, and support customer care agents and team leads, ensuring they have the resources, training, and support needed to succeed in their roles. /liliCultivate a culture of transparency, accountability, and continuous improvement within the customer care department. /liliEnsure every customer interaction aligns with company standards and contributes to an exceptional customer experience. /liliDevelop and execute strategies to boost customer satisfaction, reduce complaints, and improve first-contact resolution rates. /liliCollaborate closely with cross-functional teams such as Sales, Marketing, and IT to ensure a seamless customer experience. /liliUse data-driven insights, analytics, and reporting tools to evaluate call center performance and pinpoint opportunities to enhance the overall customer experience. /liliConduct root-cause analysis to identify performance gaps and service delivery challenges, proposing actionable solutions to resolve them. /liliAnalyze customer feedback, service metrics, and call data to assess existing processes and recommend optimization strategies. /li /ulpstrongWhat We're Looking For: /strong /pulli5+ years of experience in customer care or call center management, with at least 3 years in a leadership or management role in customer service. /liliA proven history of successfully identifying and implementing process improvements in customer care and across the broader organization. /liliExpertise in call center operations, technologies, workforce management systems, and process automation tools. /liliStrong proficiency in using data and analytics to inform operational decisions and drive improvements. /liliExceptional leadership abilities, with the capability to inspire teams, lead through change, and manage continuous improvement initiatives. /liliFamiliarity with process automation and customer experience technologies (e.g., IVR, AI chatbots, CRM tools). xgiwjmb /liliFluent in English and Dutch. /li /ulSeniority LevelpMid-Senior level /pEmployment TypepFull-time /pJob FunctionpCustomer Service /pIndustriespRetail Appliances, Electrical, and Electronic Equipment /pbr