Manager, Client Support

Outcomes Operating Inc; Sky Lake (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Outcomes Operating Inc is seeking a Manager of Client Support to lead a team of Team Leads and SME groups, ensuring exceptional client experiences and scorecard-based success.

You will forecast staffing, direct daily operations, coach leads, drive KPI results, collaborate with Salesforce admins to improve workflows, and handle escalated client issues to boost satisfaction and retention.

Qualifications

• 8+ years of work experience.
• 2-3 years in a leadership role.
• 4 years customer service experience, preferably in a call center.
• Bachelor's degree or equivalent work experience.

Responsibilities

• Determine staff size and inbound/outbound workflow to forecast demand.
• Provide leadership, coaching and mentoring to Team Leads and Client Support Tech Leads.
• Track and coach KPIs and performance goals.
• Collaborate with Salesforce admin team to improve workflows and processes.
• Handle escalated client calls to ensure satisfaction and retention.

Skills

Leadership

Coaching

Mentoring

Communication

Collaboration

Problem solving

Education

Bachelor's degree

Equivalent work experience

Tools

Salesforce

Job description

JOB SUMMARYAs a Manager of Client Support your focus will be on managing specific Client Support Team Leads and Subject Matter expert teams. You will be responsible for the success of your team’s client experience which will be measured on a scorecard. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.ESSENTIAL DUTIES & RESPONSIBILITIESDetermine and align staff size and inbound/outbound associate workflow to call forecastingProviding leadership direction, expectations, coaching and mentoring to Team Leads and Client Support Technical Leads; meeting with them on a regular cadenceTracking and coaching team & tech leads on specified KPIs and performance goalsWork with Salesforce admin team on continued workflow/process improvementsFacilitate accountability to workflow queues and backlog case follow through to resolution (including but not limited to VIP and Escalation queues)Handle escalated client calls to ensure client satisfaction and retentionKNOWLEDGE & REQUIREMENTSExcellent written and verbal communication skillsAbility to mentor and motivate othersAbility to adapt to change and provide stability for team members in an ever-changingenvironmentAbility to work well within a team environment and collaborate with others to achieve set goalsAbility to communicate well across all levels of the organizationTravel Requirements: Domestic and/or International, up to 10%EDUCATION & EXPERIENCE REQUIREMENTSMinimum years of work experience: 8 years2-3 years of experience in a leadership role4 years customer service-related experience required preferably in a call centerenvironmentMinimum level of education or education/experience: Bachelors or equivalent workexperiencePHYSICAL REQUIREMENTSThe physical demands described here are representative of those that must be met by an employeeto successfully perform the essential functions of this job.Frequent sitting in stationary position at a deskOccasional standing, walking, stooping, kneeling, squatting, and climbing stairsOccasional twisting of bodyOccasional reaching by extending hands and arms in any directionOccasional lifting, pulling, or pushing