As Client Services Manager, you will lead the client services department. You will lead the daily
operations of the team, ensuring that customer service delivers world-class customer service and is fully
compliant in doing so. You’ll be able to impact our company’s growth, service, performance and culture.
Essential Functions
Oversees Staff Performance
• Monitors all client-related queues for:
o Abandoned/missed calls
o Agent coverage/availability
o Talk times
• As needed, re-assigns tasks to compensate for absent staff.
• Informs staff of policy changes, system updates and other information relevant to staff
performance.
• Works with the supervisor to coach and/or discipline staff in response to performance problems.
• Composes and delivers staff performance reviews.
• Identifies and developed top performers.
• Resolves escalated calls as necessary.
Staff Development
• Oversees onboarding of new hires.
• Mentors and develops department supervisor and leads.
• Identifies training needs and works with the Director of Content to develop staff training.
Implements Department Policies and Procedures
• Implements established procedures for handling specific types of client calls. Ensures that the
procedures are consistently and expertly followed.
• Advocates for new or updated procedures to better serve customer concerns.
Monitors Key Performance Indicators (KPIs)
• Tracks the KPIs established to ensure the effectiveness of the department and of individual agents within it. Reports on Department Performance
• Develops, maintains and distributes reports on department KPIs, daily and monthly performance, and progress on key initiatives. Required Competencies
• Fluent in spoken and written English
• Conversant in business metrics.
• Expert in client service standards.
• Strong supervision skills.
• Ability to solve problems.
• Commitment to providing a world-class service experience.
• Ability to multi-task.
• Strong communication skills
. • Excellent attention to detail and follow-up.
• Proficiency in MS Office.
• Proficiency in internal and external client services-related systems and platforms
• A high degree of initiative and independence. Preferred Competencies
• Enthusiastic and dynamic personality. Highly motivated.
• Bachelors’ Degree in business administration or related field.
• 7+ years’ customer service experience Other Duties The Client Services Manager may be asked to assume other duties not listed in this job description as business needs demand
Children have the right to grow up in peace, free from fear and violence. To develop their full potential and...
Apply For This JobWith over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness...
Apply For This JobAbout Mercy Corps Mercy Corps is a leading global organization powered by the belief that a better world is possible....
Apply For This JobIntroduction Oxfam is seeking a skilled and experienced trainer(s) to lead a storytelling training program focused on bodily autonomy under...
Apply For This JobJob Description and Requirements إلى: مقدمي العروض من: شركة Creative Associates International الموضوع: طلب تقديم العروض (RFP)– RFP-JTAP-029 مستشار مختصّ...
Apply For This JobLibrarian position We are looking for an experienced librarian with a passion for learning and books to join our team....
Apply For This Job