Manager, Client Support

JOB SUMMARY


As a Manager of Client Support your focus will be on managing specific Client Support Team Leads and Subject Matter expert teams. You will be responsible for the success of your team's client experience which will be measured on a scorecard. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Determine and align staff size and inbound/outbound associate workflow to call forecasting
• Providing leadership direction, expectations, coaching and mentoring to Team Leads and Client Support Technical Leads; meeting with them on a regular cadence
• Tracking and coaching team & tech leads on specified KPIs and performance goals
• Work with Salesforce admin team on continued workflow/process improvements
• Facilitate accountability to workflow queues and backlog case follow through to resolution (including but not limited to VIP and Escalation queues)
• Handle escalated client calls to ensure client satisfaction and retention

KNOWLEDGE & REQUIREMENTS

• Excellent written and verbal communication skills
• Ability to mentor and motivate others
• Ability to adapt to change and provide stability for team members in an ever-changing
  environment
• Ability to work well within a team environment and collaborate with others to achieve set goals
• Ability to communicate well across all levels of the organization
• Travel Requirements: Domestic and/or International, up to 10%

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience: 8 years
  • 2-3 years of experience in a leadership role
  • 4 years customer service-related experience required preferably in a call center
    environment
• Minimum level of education or education/experience: Bachelors or equivalent work
  experience

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee
to successfully perform the essential functions of this job.
• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing