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Manager, Customer Care Quality
Saia Inc.Customer care quality manager overseeing regional customer service operations for Saia LTL Freight. Supervising terminal teams, monitoring quality metrics, resolving escalations, and improving transportation customer experiences.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer service operations, coaching representatives, and implementing strategies to enhance customer experience and productivity. Proven ability to handle complex complaints and collaborate with various stakeholders to achieve regional goals.
Highest-signal resume keywords
Customer Service ManagementPerformance CoachingProcess ImprovementComplex Problem ResolutionStakeholder Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service OperationsPerformance Goal SettingCall Resolution TrackingQuality Standards ReviewBusiness Process Development
Soft Skills
CoachingFeedback ProvisionTeam LeadershipCommunication
Certifications & Qualifications
Bachelor’s Degree in Business
Industry Keywords
Customer Satisfaction ScoresCustomer Complaints HandlingTraining and DevelopmentRegional Goals Achievement
About the role
Key responsibilities & impact- Manage customer service operations within a geographic region
- Supervise customer service operations within multiple terminals
- Coach customer service representatives, set performance goals, and provide feedback
- Track call resolution time, customer satisfaction scores, and representative productivity
- Review customer service calls and interactions for adherence to company standards and quality guidelines
- Handle complex customer complaints and escalated issues
- Work with customer service trainers to provide ongoing training and development
- Collaborate with sales, operations, and internal stakeholders to ensure a seamless customer experience
- Develop and implement strategies to improve business processes, increase productivity, and enhance customer experience
- Collaborate with local leadership to achieve regional customer service goals
Requirements
What you’ll need- Bachelor’s degree in business or a related area preferred
- 5+ years of customer service experience
- Prior management experience
- Willingness to travel 25% or more of the time
Benefits
Comp & perks- Competitive pay
- Health insurance with medical, Rx and vision
- Free after 10 years of employment
- Dental insurance
- Free life insurance
- Free short-term disability
- 401(k) with immediate vesting & company match
- Immediate eligibility for holiday pay
- Paid vacation days and personal/sick days
- Employee stock purchase plan
- Learning new skills and advancing
- Support from leadership and team from day one