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Customer Care Manager, N. America

Job description

The Customer Care Manager’s focus is to oversee the Team Leaders processes, performance and development.  The Manager will also be responsible for engagement and performance oversight of our outsourced partners.

The position requires an individual that is processes oriented, high-level judgement, process oriented, data driven and the ability to motivate, identify, report and offer solutions on the root causes of escalated situations.  This position will collaborate with business partners to identify and prioritize key customer improvement opportunities and implement necessary changes and improvements as well as measure and report on progress.

What you’ll do:

  • Responsible for delivering Global Operational processes for Viator Customer Support for both on-shore and off-shore teams.
  • Engage and work closely with Operation Team Leaders.
  • Engage and work closely with the Vendor Management Organization on follow-up and support of our Vendors
  • Engage, cultivate relationships, and assist with direction for BPO team’s
  • Availability to travel internationally to support global teams
  • Execute for optimal service delivery while maintaining high quality standards
  • Mentor, coach, invest in development and lead team
  • Review and provide feedback on daily, weekly, and monthly performance metrics for progress and opportunities
  • Address staff behavioral and performance concerns to realign to meet objectives & goals
  • Delegate assignments and responsibilities throughout the team for development
  • Coordinate the tracking and meeting of key performance goals while driving new initiatives
  • In coordination with forecasting & scheduling teams, ensure adherence to schedules and addressing absenteeism trends
  • Provide input for process design and input with quality & training teams for improvements
  • Constant eye on service levels and making recommendations to change strategy when required 
  • Submit accurate reports as required and interpret information to ensure optimum levels of service are provided coordinating with Reporting & Analytics Team


  • Collect and deliver staff & customer feedback to improve procedures and interactions
  • Enforce company and contact center policies and procedures



Desired Skills and Experience

  •  5 years+ experience required in a contact center management role
  • Proven experience working without-sourced partners.
  • Patience, understanding and resilience when managing complex situations and competing priorities.
  • Must be able to multi-task in a fast paced and dynamic environment
  • On-line travel industry experience preferred
  • Proven experience in both process and people management
  • Demonstrable outcomes of driving metric improvements
  • Experience utilizing CRM (e.g. Salesforce) and Telephony platforms a plus
  • Excellent verbal and written communication skills
  • Ability to use good judgment while problem solving
  • Shift flexibility is mandatory

Key Competencies for this role

  • Excellent planning, organizing, leadership/supervisory skills
  • Excellent communicator, both verbal and written (Multilingual a plus)
  • Strong customer service, quality, and results oriented
  • Effective problem solver
  • Ability to focus/align staff around critical initiatives



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