Customer Care Manager - Remote Work - Leading Customer Experience Team & Driving Operational Excellence

Join the Future of Customer Care with Time Warner Are you a passionate and results-driven Customer Care Manager looking for a new challenge in a remote work environment? Time Warner is seeking an exceptional leader to join our innovative team as a full-time Customer Care Manager, responsible for driving customer satisfaction, leading a team of customer care representatives, and fostering a culture of continuous improvement. If you have a proven track record of delivering outstanding customer experiences and a strong background in team leadership, we want to hear from you! About Time Warner At Time Warner, we are committed to empowering our employees to make a difference in the lives of our customers. With a rich history of innovation and a focus on customer satisfaction, we are a leading media and entertainment company that values diversity, open communication, and continuous improvement. Our remote work environment allows you to work from the comfort of your own home while being part of a dynamic team that is shaping the future of customer care. Key Responsibilities As a Customer Care Manager at Time Warner, you will play a critical role in enhancing customer satisfaction and loyalty by leading a team of customer care representatives. Your key responsibilities will include: Team Leadership: Manage and mentor a team of customer care representatives, ensuring they excel in providing high-quality support and maintaining customer satisfaction. Facilitate regular team meetings, performance reviews, and training sessions to enhance team capabilities and morale. Customer Experience Management: Develop and implement customer service policies and procedures to promote best practices and streamline operations. Analyze customer feedback and metrics to identify areas for improvement and implement strategic enhancements to the customer experience. Performance Monitoring: Monitor and assess team members' performance and customer interactions to ensure compliance with company standards. Utilize various tools and software to generate and interpret reports that track team performance and customer satisfaction scores. Collaboration with Departments: Work cross-functionally with other departments, such as sales and product development, to ensure customer feedback is effectively communicated and addressed. Collaborate with the marketing team to develop customer retention strategies and initiatives. Problem Resolution: Act as an escalation point for complex customer issues that require advanced problem-solving skills, ensuring that resolutions are timely and effective. Maintain thorough documentation of customer interactions and resolutions as part of the quality assurance process. Innovation and Continuous Improvement: Stay updated with industry trends and best practices, proposing innovative solutions for enhancing customer service and operational efficiency. Lead initiatives to foster a culture of continuous improvement within the customer care team. Scheduling and Coordination: Develop and manage work schedules for team members to ensure adequate coverage and optimal performance while maintaining a healthy work-life balance. Ensure that customer care operations align with Time Warner's strategic goals and objectives. Requirements To be successful in this role, you will need: Bachelor's Degree: A Bachelor's degree in Business Administration, Communication, or a related field is preferred. Experience: 6+ years of relevant experience in customer service management, with a strong background in leading diverse teams. Track Record: A proven track record of achieving customer satisfaction and retention targets. Personality Traits: Resilient and resourceful personality traits, demonstrating the ability to navigate challenges and constraints. Innovation Mindset: Strong innovation mindset with a keen attention to detail. Communication Skills: Excellent interpersonal and communication skills, both verbal and written. Technical Skills: Proficient in customer service software, CRM systems, and performance tracking tools. Independence: Ability to work independently and take ownership of responsibilities in a remote work environment. Familiarity with Workforce Management Tools: Familiarity with workforce management and scheduling tools is a plus. Career Growth Opportunities and Learning Benefits At Time Warner, we are committed to the growth and development of our employees. As a Customer Care Manager, you will have access to: Training and Development Programs: Comprehensive training and development programs to enhance your skills and knowledge. Mentorship Opportunities: Opportunities to work with experienced leaders and mentors who can guide you in your career. Career Advancement Opportunities: Opportunities for career advancement and growth within the company. Industry Events and Conferences: Access to industry events and conferences to stay updated with the latest trends and best practices. Work Environment and Company Culture At Time Warner, we foster an empowering environment that encourages employees to take ownership of their roles and make impactful decisions. Our company culture values: Innovation: We encourage innovation and creativity in everything we do. Open Communication: We value open and transparent communication across all levels of the organization. Continuous Improvement: We strive for continuous improvement and excellence in all aspects of our business. Diversity and Inclusion: We celebrate diversity and are committed to creating an inclusive environment for all employees. Compensation, Perks, and Benefits We offer a competitive compensation package that includes: Competitive Salary: A competitive salary range for this role. Relocation Allowance: Relocation allowance for qualifying candidates. Company Transportation Support: Company transportation support. Disability Insurance Coverage: Disability insurance coverage. Additional Perks and Benefits: Additional perks and benefits, including opportunities for career growth and development. How to Apply If you believe you have what it takes to join our team as a Customer Care Manager, submit your application without delay. We are keen to hear from talented candidates like you. Apply To This Job Equal Opportunity Statement Time Warner is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Apply for this job