Customer Care Business Manager Job

Employer Name: CustomerServiceCrossing	SpiderID: 2323394
Location: Sunnyvale, California	Date Posted: 6/28/2008
Wage:	Category: Customer Service/Technical Support
Job Code:

Job Description:

The Business Manager is responsible for reporting performance against goals in weekly Operations calls to the leadership team in CC.Working to constantly improve the customer care experience, the Business Manager is tasked with ensuring product changes, launches and ongoing support are outstanding for every customer, every time. The Business Manager does this through day-to-day management of projects, continual analysis of contact and resolution metrics, and partnering with others within Customer Care to provide the business unit with the right level of information to properly manage the CC side of their business. In all plans and projects the Business Manager will partner closely with key customer care stakeholders and business unit partners to drive the unified vision on the operating mechanisms and expected outcomes.Primary Responsibilities:* Set goals and develop programs around improving three key customer response metrics: First Contact Resolution, Resolution Rate, and Care SAT* Partner with assigned Yahoo! Business Unit to communicate metrics and understand ongoing product changes to forecast contact rates based on upcoming product roadmap. Act as face of customer care to business unit and facilitate ongoing communications about how to ensure smooth product rollouts. Keep business unit up to date on progress against stated operational metrics.* Develop deep partnerships with Tier 3 and QA teams to fully understand contact drivers and ensure proper implementation of solution strategies. Travel to Hillsboro, OR to meet with these teams as necessary.

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Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:

Contact Name: -	Company Type: Employer
Company: CustomerServiceCrossing

City: Pasadena
State: California
Zip:

Web Site: http://www.customerservicecrossing.com