Manager, Contact Center - Orlando, FL

The Manager, Client Support is directly responsible and accountable for the performance, coaching, development, and daily exe cution of a frontline Client Support team. This role assumes direct ownership of functions previously handled through Team Lead coverage, including queue management, case assignment, escalation follow-up, individual coaching, customer satisfaction concerns, and team accountability. The Manager ensures client needs are handled efficiently and effectively, team members meet defined service and quality expectations, and support operations align to scorecard, SLA, workflow, and customer experience goals.

Essential Duties & Responsibilities

Frontline Team Leadership and Accountability : Directly manage frontline Client Support employees, including regular one-on-ones, performance expectations, coaching, corrective action, career development, and daily accountability for service execution.

Workforce and Queue Management : Determine and align staffing, inbound/outbound workflows, case assignment, escalation queues, VIP queues, backlog follow-up, and ticket progression to call volume, forecasting, and operational priorities.

Performance Management and KPI Coaching: Track, review, and coach individual and team performance against specified KPIs, quality standards, productivity expectations, customer experience measures, and scorecard goals.

Customer Escalation and Satisfaction Management: Handle escalated client calls and customer satisfaction concerns, including agent experience, overall service experience, hold times, case follow-up, time to resolve, and client retention risk.

Case Quality and Technical Skills : Review team member cases for documentation quality, troubleshooting completeness, escalation readiness, and adherence to internal and external support standards; provide technical and procedural guidance as needed.

Process and Workflow Improvement : Partner with Salesforce administration, Product Support, technical leads, and support leadership to improve workflows, case routing, documentation practices, queue visibility, and operational efficiency.

Team Communication and Operating Cadence : Lead team meetings, communicate priorities and expectations, reinforce process adherence, monitor open commitments, and provide stability for team members in a fast-paced support environment.

Knowledge and Requirements

• Excellent written and verbal communication skills, including the ability to communicate clearly across all levels of the organization.
• Demonstrated ability to mentor, motivate, coach, and hold frontline employees accountable for performance, quality, attendance, and customer experience outcomes.
• Strong understanding of call center operations, queue management, case ownership, escalations, KPIs, quality standards, and workflow adherence.
• Ability to handle difficult client interactions, de-escalate concerns, and maintain customer trust while driving issue resolution.
• Ability to adapt to change, provide operational stability, and collaborate with peers, technical resources, Product, IT, and senior leadership.
• Experience with Salesforce or similar case management platforms preferred; pharmacy, healthcare, or technical troubleshooting experience beneficial.

Education & Experience Requirements

• Minimum years of work experience: 8 years.
• 2-3 years of direct people leadership experience required; experience managing frontline call center or technical support employees strongly preferred.
• 4+ years of customer service-related experience required, preferably in a call center or client support environment.
• Minimum level of education or education/experience: Bachelor's degree or equivalent work experience.
• Office based in Orlando, Florida - 5900 Lake Ellenor Drive, Orlando, FL 32809