jetpack domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6170rank-math domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6170advanced-ads domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6170As Client Services Manager, you will lead the client services department. You will lead the daily<\/p>\n
operations of the team, ensuring that customer service delivers world-class customer service and is fully<\/p>\n
compliant in doing so. You\u2019ll be able to impact our company\u2019s growth, service, performance and culture.<\/p>\n
Essential Functions<\/p>\n
Oversees Staff Performance<\/p>\n
\u2022 Monitors all client-related queues for:<\/p>\n
o Abandoned\/missed calls<\/p>\n
o Agent coverage\/availability<\/p>\n
o Talk times<\/p>\n
\u2022 As needed, re-assigns tasks to compensate for absent staff.<\/p>\n
\u2022 Informs staff of policy changes, system updates and other information relevant to staff<\/p>\n
performance.<\/p>\n
\u2022 Works with the supervisor to coach and\/or discipline staff in response to performance problems.<\/p>\n
\u2022 Composes and delivers staff performance reviews.<\/p>\n
\u2022 Identifies and developed top performers.<\/p>\n
\u2022 Resolves escalated calls as necessary.<\/p>\n
Staff Development<\/p>\n
\u2022 Oversees onboarding of new hires.<\/p>\n
\u2022 Mentors and develops department supervisor and leads.<\/p>\n
\u2022 Identifies training needs and works with the Director of Content to develop staff training.<\/p>\n
Implements Department Policies and Procedures<\/p>\n
\u2022 Implements established procedures for handling specific types of client calls. Ensures that the<\/p>\n
procedures are consistently and expertly followed.<\/p>\n
\u2022 Advocates for new or updated procedures to better serve customer concerns.<\/p>\n
Monitors Key Performance Indicators (KPIs)<\/p>\n
\u2022 Tracks the KPIs established to ensure the effectiveness of the department and of individual agents within it. Reports on Department Performance<\/p>\n
\u2022 Develops, maintains and distributes reports on department KPIs, daily and monthly performance, and progress on key initiatives. Required Competencies<\/p>\n
\u2022 Fluent in spoken and written English<\/p>\n
\u2022 Conversant in business metrics.<\/p>\n
\u2022 Expert in client service standards.<\/p>\n
\u2022 Strong supervision skills.<\/p>\n
\u2022 Ability to solve problems.<\/p>\n
\u2022 Commitment to providing a world-class service experience.<\/p>\n
\u2022 Ability to multi-task.<\/p>\n
\u2022 Strong communication skills<\/p>\n
. \u2022 Excellent attention to detail and follow-up.<\/p>\n
\u2022 Proficiency in MS Office.<\/p>\n
\u2022 Proficiency in internal and external client services-related systems and platforms<\/p>\n
\u2022 A high degree of initiative and independence. Preferred Competencies<\/p>\n
\u2022 Enthusiastic and dynamic personality. Highly motivated.<\/p>\n
\u2022 Bachelors\u2019 Degree in business administration or related field. <\/p>\n
\u2022 7+ years\u2019 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<\/p>\n