Senior Manager-Customer Care Department

Job Title: Senior Manager-Customer Care Department
Department: Customer Care Department
Reports To: V.P International West

Summary:

Accountable for the overall strategic direction of Call Center operations, to include continued development of call center processes, structure, day-to-day operations, including scheduling, workforce management, & effective staff management, development and retention.

Responsible for meeting call center standards and key performance indicators pertaining to this call center environment. Overall budgetary responsibility. Planning for new business requirements. Development of customer satisfaction metrics for department. Liaison with critical departments including Compliance, Appeals and Claims & Account Management in connection with customer satisfaction, guarantees, new business issues and problem resolution.

Essential Duties and Responsibilities:

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Develops annual department business plan & budget.
• Develops creative programs and initiatives.
• Assists in developing corporate sales business plans and objectives.
• Establishes strategic goals and action plans to provide better service to customers.
• Provides a bridge of communication between customer service staff and other departments.
• Develops and monitors CCD budget for cost control.
• Maximizes sales activities and service levels through training, motivational techniques, and incentive programs.
• Develops and enforces call center, company, and HR policies and procedures.
• Creates and supervises development of established scripts and call strategies.
• Develop call-handling procedures, training programs, and provides one-on-one coaching.
• Evaluates and recommends new equipment installation or program changes.
• Develop appropriate staffing models, and review and revise as necessary.
• Resolve escalated customer complaints.
• Ensure department operates efficiently according to member and company measures.
• Plan upcoming organizational needs and implement department improvements.
• Develop, maintain, and test business plan. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt, objective coaching, and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
• Keeps accurate reporting to allow for growth predictions and call center needs and makes it available for executive management’s review.
• Develops and manages department KPI (Key Performance Indicators). Adjusts staffing levels, call process, and other factors to ensure KPIs are met.
• Oversees and supports customer communication for Young Living’s International Markets which include, but are not limited to, monthly conference calls and regular e-mail correspondents.

Job Requirements:

• Three to five years experience of call center management in MLM industry, and experienced in leading teams and managing customer relations.
• Must have proficiency with various software applications programs including, GroupWise, Microsoft Word and Excel.
• Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
• Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
• Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback.
• Proven ability to analyze and improve work processes and policies.
• Work well under pressure, professional demeanor, and strong communication skills (verbal & written).
• Financial analysis and budgetary skills. 

Education / Experience:

Bachelor’s degree in related field from a four-year college or university, or equivalent combination of education and experience. 

Supervisory Responsibilities:

Manages the Customer Care department and is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies:

To perform the job successfully, this individual should demonstrate the following competencies:

• Attitude – Demonstrate a positive “can do” attitude. Show motivation. Must be goal oriented and a self-starter. Be “solution-minded” rather than “problem-minded”.

• Work Ethics – Must be dedicated, responsible, hard-working, and a team player.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.

• Organizational Support - Follows policies and procedures; Supports organization's goals and values; Benefits organization through outside activities.

• Strategic Thinking - Develops strategies to achieve organizational goals; Analyzes market and competition; Identifies external threats and opportunities. Must be able to contribute to group initiatives.

• Professionalism - Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments.

• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Develops innovative approaches and ideas.

Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:
To perform this job successfully, an individual should have knowledge of Internet software; Spreadsheet software and Word Processing software.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Young Living Essential Oils is an equal opportunity employer. Young Living participates in E-Verify, a service of DHS and SSA to confirm work authorization.