Customer Care Manager

About the role

The Customer Care Manager is responsible for end‑to‑end service delivery across voice, chat, email and social channels in the assigned markets. This role turns the department’s service strategy into tangible performance that customers experience, while leading supervisors and agents to meet quality, productivity and cost targets.

Key responsibilities

• Own daily service delivery, plan capacity and shift coverage, and ensure compliance with SLAs for response time, handling time, backlog and abandonment.
• Lead, coach and manage Customer Care Supervisors and their teams, set objectives, conduct one‑to‑ones and drive engagement and retention.
• Govern the full escalation path, personally handle high‑value or reputational cases, and run root‑cause analysis on recurring complaints.
• Maintain the quality‑assurance framework, translate findings into coaching, training and process updates, and keep SOPs and knowledge‑base articles current.
• Configure and optimise the CS technology stack (CRM, ticketing, telephony), drive cost‑per‑contact reduction through automation, and support rollout of AI chatbots, voice bots and QA tools.

Required profile

• Proven experience managing contact‑center or customer‑service operations with responsibility for performance against SLAs.
• Strong leadership and people‑development skills, able to build supervisory depth and improve team engagement.
• Analytical mindset to monitor real‑time metrics, conduct performance reviews and implement corrective actions.
• Ability to handle complex escalations and ensure resolution aligns with brand standards.

Required skills

• CRM systems
• Ticketing platforms
• Telephony solutions
• AI chatbot and voice‑bot tools
• Quality‑assurance and analytics tools