Job Description

Job Summary/Company :

Sparks Group has partnered with a public services organization that recently secured a major contract to support disability services within public programs. This marks a new area of service for the organization, and we are seeking a Customer Care Manager with extensive knowledge of disability services and ADA compliance to help lead this important initiative. Due to this significant expansion in service offerings, the Customer Care Manager will be responsible for overseeing daily operations, maintaining high team standards, and ensuring exceptional customer satisfaction. If you have experience leading teams, possess strong communication skills, and can collaborate across all levels of an organization, we encourage you to apply!

Responsibilities:

• Manage daily operations of a 24/7 contact center, ensuring efficiency, compliance, and high-quality service delivery, with a focus on supporting disability services.
• Lead and support staff through hiring, training, coaching, and performance management, ensuring team readiness to serve individuals with disabilities.
• Oversee scheduling operations, including managing fixed schedules, ASAP and future-dated reservations, and ensuring adequate coverage for disability-related service requests.
• Coordinate real-time dispatching of services, prioritizing timely and appropriate responses to both scheduled and urgent disability service needs.
• Monitor key performance indicators (e.g., call volume, response times, customer satisfaction) and adjust staffing and workflows to meet service goals and accessibility standards.
• Ensure full compliance with internal policies, ADA regulations, and other relevant disability service standards.
• Maintain accurate reporting and assist with budgeting, payroll, and reconciliation processes.
• Handle escalated customer and client issues, particularly those involving disability accommodations, ensuring timely and respectful resolution.
• Conduct quality assurance reviews and implement continuous improvement initiatives to enhance service delivery for individuals with disabilities.
• Oversee vendor relationships, including contract management and ensuring vendors meet accessibility and service expectations.
• Respond to emergencies and critical incidents, coordinating with internal teams and external partners to support individuals with disabilities effectively.

Qualifications:

• Minimum of 5 years of experience in a contact center environment
• Proven track record of successfully managing a contact center
• Technical proficiency with scheduling software such as Trapeze, TransLoc, Via Mobility Solutions, or TripSpark
• Strong proven experience with disability services and ADA compliance
• Bachelor’s degree preferred
• Ability to support a 24/7 operation, including during operational issues or emergencies
• Flexible availability to work varying shifts, including weekends

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