Client Services Manager

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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