Mgr Customer Care Center

Description:

Functional Purpose Directs and oversees the operations of all activities within the USPS Customer Care Center. Develops and implements Center policies and procedures, and coordinates with managers to ensure that system requirements and budgetary responsibilities are met; manages projects to improve Center efficiency, promote customer call quality, high customer satisfaction and meets organizational strategic goals. DUTIES AND RESPONSIBILITIES 1. Manages all aspects of Center operations and employees. 2. Directs the Center's operational requirements, including budgeting and forecasting. 3. Develops and implements the Center's policies and procedures; directs implementation of operational improvements to enhance efficiency and effectiveness of operations. 4. Establishes, evaluates and recommends new customer support technologies and solutions. 5. Manages the development and implementation of the Center's measurement programs, and establishment and achievement of corporate customer contact goals. 6. Directs the Center's personnel and systems support of USPS national initiatives for products and services. 7. Partners with Headquarters to establish the Center's standards for Agents responses, call resolution, and overall effectiveness. 8. Manages program performance metrics associated with customer satisfaction. 9. Manages communication of all relevant Center matters to appropriate key executives, field personnel and other stakeholders through the use of management reports, presentations and other methods. 10. Establishes and maintains cross functional relationships in order to meet organizational goals and objectives. 11. Formulates and executes working strategies to meet performance metrics within a set budget. SUPERVISION Manager, Enterprise Customer Care The United States Postal Service has the following excellent and challenging employment opportunity for highly motivated and innovative individuals. Successful candidates must demonstrate through a combination of education, training, and experience the following requirements: Requirements 1. Ability to use Microsoft Word, PowerPoint and Excel and Postal Service applications. 2. Knowledge of policies, procedures and standards related to contact center management, including data gathering and trend analysis. 3. Knowledge of current labor management practices sufficient to foster cooperation with labor unions. 4. Knowledge of a contact center environment working with customers to handle complaints, build relationships, anticipate needs, provide service, and respond to inquiries. 5. Ability to use quantitative analytical tools to evaluate trends in the performance of systems, determines causes of quality issues, and recommends improvements. 6. Ability to manage projects, including planning, organizing, and monitoring activities, and coordinating oral and written communications, to achieve project objectives. 7. Ability to identify a broad range of the internal and external customers needs; provide recommendations to include cost effective customer service; and constantly works towards long-term success and customer satisfaction. ** This position requires a NACI clearance. This process can take up to 6 weeks from the date the offer letter is returned. ** This is a two-step application process requiring you to create a profile and submit an application for the position you are applying for. You will receive two email confirmations: 1. An email confirming your profile is complete. 2. After submitting your application you will receive a second email confirming your application has been successfully submitted.