Customer Care Manager Role
A Customer Care Manager within a contact centre leads the customer service function, ensuring high levels of customer satisfaction, quality support and efficient resolution of enquiries through strong team leadership and continuous improvement initiatives.
Key Responsibilities
- Lead and manage customer care teams to meet service and quality targets
- Oversee daily operations to ensures timely and effective customer support
- Drive a customer-first culture through coaching and development
- Monitor customer feedback, complaint and resolution trends
- Collaborate with other departments to address customer pain points
- Analyse performance metrics and implement service improvements
- Manage processes, tools and systems to support seamless service delivery
Qualifications and Skills
- Proven experience in contact centre or customer service management
- Strong knowledge of customer care principals and best practices
- Skilled in team leadership, coaching and performance management
- Proficient in CRM systems. call centre platforms and reporting tools
- Excellent communication, empathy and problem-solving abilities
- Strong organisational and time management skills
- Experience with service-level KPIs, quality standards and process improvement
Key Attributes of a Successful Customer Care Manager
- Empathetic and customer-focused in every interaction
- Inspiring leader with a collaborative and supportive approach
- Calm and resilient when handling high-pressure or escalated situations
- Detail-oriented and committed to service excellence
- Proactive and agile in improving team performance and customer experience
- Data-driven and strategic in decision-making
- Passionate about developing people and enhancing customer loyalty
We are a sales recruitment agency that your organisation can rely on to find full time or temporary sales staff.
Get in touch with SMAART Recruitment by filling out our quote form below, visiting our Contact page, or speaking with a friendly staff member by calling us today on 1300 762 278.
