Client Support & Call Center Leader

OfficeAlly Inc.; San Antonio, Northern (TX, KY); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off

Job summary

Office Ally, a healthcare technology company based in San Antonio, is seeking a Client Support Manager to lead the Client Services team in a hybrid role. You will oversee supervisors, coach leaders, and ensure service levels and customer satisfaction while optimizing workflows.

You\'ll collaborate with Workforce Management, manage escalations, and implement process improvements to reduce handling times and elevate the customer experience across the organization.

Qualifications

• 3+ years of leadership experience in a call center or customer-service environment.
• Advanced proficiency with call center systems and analytics tools.
• Ability to interpret KPIs and drive performance improvements.
• Strong leadership, coaching, and communication skills.

Responsibilities

• Oversee and mentor call center supervisors, providing coaching and performance feedback.
• Ensure daily call center operations, staffing adherence, scheduling, and policy compliance.
• Drive customer experience initiatives and oversee call quality programs.
• Set and monitor KPIs; analyze data to inform staffing and training decisions.
• Direct supervision of Call Center Supervisors and escalation support for teams.

Skills

Leadership

Coaching

Communication

Tools

Call Center Systems

Analytics Tools

Job description

Office Ally, a healthcare technology company based in San Antonio, is seeking a Client Support Manager to lead the Client Services team in a hybrid role. You will oversee supervisors, coach leaders, and ensure service levels and customer satisfaction while optimizing workflows.

You\'ll collaborate with Workforce Management, manage escalations, and implement process improvements to reduce handling times and elevate the customer experience across the organization.