Manager, Client Services

What you will be doing:

• Receive assignments in the form of objectives, coordinates work assignments, and allocates resource to achieve department goals. 
• Provides guidance to subordinates within the latitude of established company policies.
• Recommend changes to policies and establish procedures that affect immediate organization(s).  
• Organization consists of a work group or department of professional individual contributors who perform homogenous, semi-standardized work. 
• Coordinate and communicate a detailed scope of work, timeline, and schedule for strategic projects. 
• Develop and administer schedules, performance requirements.
• Lead a cooperative effort among members of a project team and work on strategic improvement projects that impact the Operations Department.
• Execute major incident handling procedures if an outage occurs, including customer facing communication.
• Leads weekly manager calibration meetings. Documents records to include attendance, performance indicators, coaching discussions, goals set and progress toward goals.
• Identifies performance trends and training opportunities and provides feedback to the Training Path Team
• Prepares and administers corrective action documentation (verbal and written) and collaborates with HR partners when necessary.

• Manage a team of up to 18 Technical Support Specialists/Engineers.  
• 70% of this position will be managing the performance outcomes of a team of technical support engineers
• 30% of this position will be managing strategic improvement projects that contribute to a Worry Free Experience™ for our customers and employees as measured by three primary KPIs:  CSAT, FCR & Handling customer issues in a timely manner (productivity measurements).
• Work closely with Centralized WFM function for team schedule adherence and team member activities.
• Effectively communicate and coach to performance expectations on case management and customer interactions.
• Recommend changes to policies and establishes procedures that affect immediate organization, Client Services.
• Actively monitors daily customer/support escalation calls and cases.
• Evaluates, prepares and conducts performance appraisals monthly and annual.  Discusses and implements performance improvement plans as needed.
• Support bi weekly Product meetings. Prepare and present bi weekly data analysis. Establish and document support goals with Product Management team.  
• Responsible for conducting monthly 1on1 (ROC) meetings with each team. Minimum requirement of 2 meetings per agent. 
• Responsible for conducting monthly team meetings. Documents records to include attendance, KPIs, team discussion, goals set and progress toward goals.

What you will bring to the role:

• Bachelor’s degree or equivalent combination of education and/or work experience.
• Generally 3+ year’s leadership experience in a call center environment and 3+ years of call center project management responsibilities, or 5+ years in a call center leadership role that includes both people and project management responsibilities.
• 3+ years of call center project management or responsibility could be replaced with functional call center role in a shared services environment in addition to operations (e.g. Quality, Training, IT, Workforce Management, Reporting or Recruiting).
• 5-7 years of relevant experience leading customer facing teams

Diversity, Inclusion, and Equal Opportunity