Assistant Manager( Customer Care )

JOB DESCRIPTION We are presently looking for an Assistant Manager within our Customer Care team. In this role you willsupervise the operations of the Customer Care team, who provide day-to-day support to Gracenotecustomers. This includes monitoring ticket resolution times and responses to our customer,ensuring thestaff is well trained, and the work is equally distributed. The AM will also provide knowledge support tostaff and customers, actively manage employee performance and administer Zendesk and other tools tothe Customer Care Team.

IN THIS ROLE YOU WILL:

Monitor customer activity, metrics, communications and documentation to ensure service levels,

appropriate escalation and continuous improvement.

Align to and contribute to global department processes and procedures

Utilize various metrics to improve upon customer satisfaction and service

Provide knowledge support to staff and customers for products, ser...