Manager, Customer Care

                  

Manage departmental quality and training programs and processes for Customer Care, Schedule Management tools, and departmental trends/reports. Assist with managing partnerships/opportunities for Call center initiatives. 

Solid experience in revamping and developing organizational improvements and practices while extensively using change management principles.                 

Manage/leverage call center operations metrics and assigned KPIs. Develop and manage matrix relationships with organization teams that support Customer Care operations. 

Essential Functions/ Responsibilities

-Ensures timely delivery of required schedule and department KPI reports, and owns reporting of progress, outcomes and Departmental behavioral trends, including outbound CSR communications, updates and business reviews; publishes the Customer Care Operations Business data points.

-Oversee projects related to departmental efficiencies, improvements, and vendor relationships.

-Track all program performance and delivery metrics including program timelines and progress

-Responsible for accuracy and completeness of Process flows within Salesforce and Paymentus/AWS systems.

-Make recommendations on process improvement opportunities based upon analysis results, identified trends.

-Help to predict biller/end-user behavior and the financial impact to the business by performing short-and long-term forecasting on call arrival patterns.

-Support enterprise-wide projects, such as schedule planning, enhancing AWS, CSAT best practices, as well as, participation of Customer Care action plans.

-Conduct effective resource planning to maximize the productivity of resources; people & technology.

-Ensure Performance Evaluation standards are in place for all staff levels within the department.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and printers.

Physical Demands

The Supervisor Manager, Customer Service is required to be working at their desk in front of their laptop or within the office for the duration of their shift (standing or sitting) with regular breaks.

Position Type/Expected Hours of Work

This is a full-time position; 40 hours per week.

Travel

Occasional travel is required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to actual or perceived race,  creed, color, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, national origin, ancestry, citizenship status, religion, marital status, physical or mental disability, military service or veteran status, genetic information, protected medical condition as defined by applicable state or local law, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, access to facilities and programs and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.