IBM Manager, Customer Care Job in San Antonio, Texas US

IBM Manager, Customer Care

Provide the day to day focus of strategic objectives for supporting and implementing existing and new clients. To develop staff to support objectives, identify impacts to achieving service objectives, communicate issues and recommend resolutions for call center and cross-functional departments and clients. Partner with Sales and Account Services and other functional areas to address any actions to be taken by Customer Care on behalf of Clients, such as: ? client tours ? audits ? presentations ? issue resolution ? training ? communication Partner with call center site leadership to support overall Customer Care goals and initiatives. Provide routine reporting to site leadership team identifying client activities or challenges within the center. Attend site leadership team meeting to provide and receive updates. Develop and maintain business relationships with other cross functional departments. Participate in cross-functional quality improvement initiatives.