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Title:  Manager Customer Care

Requisition Id:  1556
Job Function:  Customer Service
Career Area:  Customer Service
Position Purpose:

Responsible for the overall operational results of a Client Services Team which includes hiring, training, coaching and development, quality and client relations. Works closely with the management team and supervisors to ensure that Client service levels meet or exceed our service level commitments. This position is based in Fort Worth, Texas.

Key Job Activities:

1) Selects, trains and continually develops an effective and efficient staff. Establishes and communicates performance standards and objectives; conducts performance appraisals and makes pay recommendations for promotions and annual review. Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources. Administers and communicates all Company policies and procedures.
• Develops subordinate supervisors, particularly in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance.
• Develops an understanding of each State’s “Lemon Law.”
2) Ensures that operational and client related functions are completed timely, accurate and sufficient to meet or exceed standards. Meets with Supervisors regularly to discuss and analyze productivity and service.
3) Ensure continual improvement of productivity standards and team member performance in order to achieve all financial/budgetary goals. Formulates client services administrative policies, identifies inconsistencies and develops action plans consistent with Stericycle’s Customer 1st vision.
4) Ensures that client and systems issues are escalated and communicated to the appropriate team, as required.
5) Reviews and works with Supervisors in developing an analyzing reports to monitor the overall operations and performance of the their Team (e.g. Quantify Data, Trending KPI’s, etc.).
6) Drives process improvement and client retention initiatives by utilizing continuous improvement practices.
7) Develop and maintain an understanding of ALL services provided by Teams you have responsibility over which includes:
• Reporting of agreed upon metrics to Clients
• Maintain an understanding of each States “Lemon Law”
• Participate on cross functional Teams
• Participate in routine Strategy/Business Reviews
8) Performs other related duties as required or requested.

Required Education: in Bachelors or Equivalent
Experience (North America & LATAM):
Required Years of Experience: 5-7
Experience (EMEAA):
Certifications and/or Licenses:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth