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Customer Care Manager (INTERNAL)

Des Moines, IA | Corporate | Customer Care | Full-Time

Summary

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.

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EEO Statement: Mom’s Meals provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, immigration status, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Equity and Diversity Statement: At Mom’s Meals, we recognize our team members possess a wealth of experience and talent beyond the technical requirements of a job. Our employees are amazing people who come from a wide variety of backgrounds—it’s what sets us apart and makes us stronger as a company. Diversity of experience and skills combined with passion and desire to help others is essential in our success. That is why we encourage team members from all backgrounds to apply to our open positions. Please contact us if you have questions or require accommodations during the interview process.

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