Manager, Customer Care Quality

Job description

Ready To Go Further? Saia is a different kind of logistics and transportation company. We do things the right way. You‘ll see it in our commitment to our people, customers, and community. You‘ll feel it in the support you get on day one – from leadership and from your team. A job with Saia is packed with opportunity – from learning new skills and advancing to competitive compensation and great benefits. It's all here and it’s exactly what going further is all about. Position Summary: Manages customer service operations within a geographic region. Ensures high levels of customer satisfaction by overseeing service teams across multiple locations, monitoring performance metrics, addressing customer concerns, and collaborating with local leadership to achieve regional customer service goals. Major Tasks and Responsibilities: - Supervises customer service operations within multiple terminals, including coaching customer service representatives, setting performance goals, and providing feedback to improve customer interactions. - Tracks key customer service metrics, including call resolution time, customer satisfaction scores, and representative productivity. - Reviews customer service c...