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
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