We are seeking a highly skilled Care Manager – Service Assurance to lead and oversee all aspects of our customer service operations. This role requires a hands-on leader with BPO experience, call center expertise, and strong managerial skills to drive service excellence and operational efficiency.

Key Responsibilities

• Customer Service Management: Oversee all customer service functions, ensuring high-quality service delivery.
• Call Center Operations: Manage inbound and outbound call operations, ensuring optimal performance in line with key metrics such as Average Talk Time (ATT) and Average Time to Pick Up (ATPU).
• Service Management: Monitor and improve customer interactions through IVR/ACD systems, ensuring an efficient call flow.
• Billing & Analytics: Supervise billing operations, analyze trends, and optimize service processes.
• Team Leadership: Directly manage a team of 10 or more customer service professionals, providing mentorship and performance management.
• Scheduling & Time Management: Develop and maintain efficient schedules, ensuring coverage, non-overlapping shifts, and vacation management.
• Performance Metrics & Reporting: Track and analyze call center statistics to optimize team performance.
• Keeping in security requirements as needed to maintain SOC2

Qualifications & Experience

• 4-5 years of managerial experience in a BPO/customer service environment
• Strong background in customer service, billing, and service management
• In-depth knowledge of call center operations, including IVR/ACD systems
• Experience managing inbound and outbound call teams
• Ability to track and analyze key performance indicators such as ATT, ATPU, and other call center metrics
• Excellent people management skills, including scheduling, time management, and vacation planning
• Proficiency in billing analytics and process improvement

All your information will be kept confidential according to EEO guidelines.