Manager, care opsVistaprint

Manager, CARE Design
This candidate is expected to become a strategic and tactical partner to our business unit. The role is responsible for the planning and execution of the customer care strategy for our customers globally. This would include contact channel optimization, process improvement and customer experience tackling issue resolution, process enhancements, customer escalations and graphic design improvements. This leader is expected to participate in the program development of the department with core duties including management and leadership of processes and people.
Directs and prepares activities to determine operational effectiveness and revises programs to increase quality and productivity. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
Success is measured by the organization's ability to provide high quality services, improving performance, improving customer experience, optimizing cost by increasing efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.
Duties and Responsibilities
Help team or individuals to clarify goals and actions to achieve them
Hiring, training, developing, and evaluating managers for domain
Assists in solution management dedicated to providing a positive work environment, fostering teamwork, growth and maintaining a high team morale
Monitoring and reviewing domain performance to ensure that business is being processed in an efficient manner and within service standards.
Promoting success by consistently analyzing and capitalizing on process improvement opportunities
Participating in cross-functional communications and meetings to support the specified unit and center
Routinely measures customer satisfaction through formal and informal means and work to develop processes to respond to the identified needs
Providing feedback and periodic reports to stakeholders
Oversees and manages effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met
Possesses conflict resolution, does conversation by focusing on values of openness, honesty, and respect.
Should be a friendly communicative person, because when team is moving fast, communication is the effective force which holds the team together.
Ability to identify, track and remove impediments
Knowledge about tasks, backlog tracking, burndown metrics, velocity, user stories, etc.
Familiar with common developmental practices, service-oriented environments, Agile practices (optional).
Coach and mentor the team to facilitate adoption and maturity
Lead and influence others including those more senior on best practices
Inspire others to adopt new processes and improvements based on program retrospectives
Communicates organizational objectives, culture alignment, values and goals to team members and ensure that decision making is done basis the organization's guiding principles
Assists with people training needs analysis and program development
Coaches' subordinates on organizational standards and provides position training as required
Maximizes potential of subordinates using established performance management methods and may conduct or assist in formal performance evaluations
Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
Identifies performance and expectation gaps and facilitates resolution
Identifies operating opportunities for continuous improvement and efficiencies
Recommend and implement specific procedures to ensure maximum effectiveness and efficiency of service.
Establishes operating procedures consistent with the company policies & objectives and ensures their execution
Evaluates the results of the operation regularly and systematically by analyzing reports, listening to calls taken, and working with other team members
Ensure established departmental goals are met thru on-site management as well as reporting, trending, and tracking
Performs other duties as assigned
Leadership Behaviors
Drive Innovation: Generate new or unique solutions and embrace new ideas that help sustain our business (encompassing everything from continuous improvement to new ideas).
Collaborate with Customers and other stakeholders:
Develop and leverage relationships with stakeholders to appropriately stretch and impact the organization.
Act Like an Owner: Deliver results, creating value for our brand, our employees, our customers, and key stakeholders.
Inspire Others: Demonstrate the passion for the business and give people a reason to believe anything is possible.
People Developer: Develops others/team to perform and contribute to organization's objectives, as well as help meet personal development goals.
Adaptable: Maintains effectiveness during change and ambiguity or novel situations using creative solutioning.
Strategic: Sees the big picture, thinks multi-dimensionally, identifies connections between situations or things that are not always apparently related/visible, and comes up with new ideas or different ways to enhance Vistaprint effectiveness and responsiveness.
Customer Obsessed: Promotes a service-oriented culture by developing systems, managing performance, and carrying out actions to proactively address the needs of the customer. Provides expert guidance to peers and teams in responding to client concerns with the appropriate solution in a timely manner.
Excellence Champion: Sets high standards of performance for the team or organization. Can create standards of measure action plans to improve the team's output.
Data Driven. Identifies data patterns and trends and links them to performance variations. Makes projections based on understanding of data presented.
In return, you will bring:
At least 5 years in senior management experience in a contact center environment with a minimum of 5 years in a senior leadership position handling different types of business processes. Up to 5 years' experience in client services and global collaboration.
Demonstrable expertise and experience in people management, with an emphasis on managing multiple teams in a constantly changing environment.
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models and scheduling Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
Vistaprint

Taguig City, Metro Manila
Permanent
Full-time