Client Services Manager
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
