Client Services Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Lead, mentor, and develop the Client Services team.

• Analyze reports and data to pinpoint performance trends, providing coaching and fostering the growth of the Client Services team associated with this role.

• This will be achieved by evaluating reports and data to recognize performance trends, establishing career and development objectives, and offering both team and individual recognition and rewards.

• Oversee a team of agents (or managers) and their attainment of key performance metrics.

• Supervise adherence to policies and the quality of the work environment.

• Accountable for meeting the goals of a specified organization through the efficient utilization of resources in planning, staffing (workforce decisions), leading, and controlling the designated unit(s).

• Additionally, responsible for managing employee performance.

• Effective performance management entails ensuring that employees comprehend their job duties, setting performance goals, providing regular feedback on progress towards these objectives, and completing the performance appraisal process.

• 70% of this role will focus on managing the performance outcomes of a team of technical support engineers.

• 30% of this role will involve managing strategic improvement initiatives that enhance a Worry Free Experience™ for our customers and employees, gauged by three key performance indicators: CSAT, FCR, and timely resolution of customer issues (productivity metrics).

⛳️ Requirements

• Bachelor’s degree or a comparable combination of education and/or work experience.

• Typically, 3+ years of leadership experience in a call center setting and 3+ years of call center project management duties, or 5+ years in a call center leadership position that encompasses both people and project management responsibilities.

• 3+ years of call center project management experience could be substituted with a functional role in a shared services setting, coupled with operations experience (e.g., Quality, Training, IT, Workforce Management, Reporting, or Recruiting).

• 5-7 years of relevant experience leading customer-facing teams.

🏝️ Benefits

• We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”).

• We do not tolerate employment discrimination in the workplace, and we are dedicated to making reasonable accommodations for identified disabilities or other limitations as mandated by all applicable laws.

• We are an equal opportunity employer and embrace diversity within our company.

• We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.