Job description

Who We Are

Verra Mobility Commercial Services is a global leader in smart mobility, creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for millions of vehicles around the world through connectivity with hundreds of tolling and issuing authorities.

How We Work

As a future focused organization, we are looking for people who want to create relevant solutions today that will work tomorrow ensuring more people around the world reach their destination safely and easily.

Position Overview

The Customer Care Manager is responsible for implementing goals into executable outcomes to attain operational excellence for all service delivery interactions across multi-site, multi-channel service functions. This position is directly responsible for managing internal and external client/customer expectations related to customer service, including developing and/or overseeing quality standards, service level agreements, department performance metrics, and customer experience outcomes.

What you’ll do

Directly manages a diverse team of multi-channel customer service personnel and team leaders to maintain conformance with varying service levels, monitor performance, and ensure the departments meets established performance expectations
Identifies variances and creates effective process improvement plans that provide timely resolution to performance optimization
Manages and coordinates operational priorities and workforce/workload management requirements towards the achievement of department objectives and goals
Coordinates and implements continuous improvement initiatives by tracking service issues, identifying patterns and root causes, and executing on recommended solutions to enhance the overall customer service experience. Acts as an escalation path for researching and finding solutions for complex customer concerns
Continuously evaluates policies, procedures, and systems with the goal of improving the customer experience, ensuring quality service, and improving efficiency and effectiveness
Serves as a change-agent in helping to implement process and/or organizational change efforts across the department
Accountable for the management of all personnel functions, including recruitment, onboarding, engagement, development, and offboarding
Perform other duties as assigned by management

What we’re looking for

Bachelor’s degree or equivalent work experience
3-5 Years of experience in a Contact Center Supervisory or Management role
Strong analytical, problem solving, and decision-making skills
Demonstrated knowledge with Contact Center equipment and software programs, including IVR, call recording, workforce management, omni-channel (Experience with Ring Central & NICE a plus)
Proficient using Microsoft Office products (Word, Excel, Visio, PowerPoint)
Excellent communication and interpersonal skills
Proven ability to meet deadlines, manage multiple priorities to achieve results in a fast paced, deadline-oriented work environment
Demonstrated ability to foster an environment of teamwork, customer focus, communication, approachability, and empowerment

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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