Client Service Center Manager
About The Position
The Client Service Center Manager is responsible for delivering on our mission of creating the world’s best legal service for working families. You will lead a team of Supervisors and a Workforce Management Specialist while collaborating with the Member Experience Product Owner, Quality Assurance Specialist and CSC Training & Development Specialist to deliver distinctive experiences people love. The Client Service Center Manager will ensure staffing is appropriate through working with the CSC Workforce Management Specialist, for all Supervisor and CSR positions within the department, to deliver on strategic plan goals and departmental service level goals. This position is also responsible for meeting the performance targets of each team and is a key leader in developing new and innovative ways to improve all operational goals.
Requirements
- Proven track record of strong leadership with MLP and solid understanding of MLP products and systems (internal employees)
- Bachelor’s degree from an accredited university
- 5+ years of leadership experience in a call-center / customer service department
- Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, development, ownership and accountability
- Demonstrated ability to use data and key metrics to evaluate operations, identify opportunities, and support effective decision-making.
- Strong communication, collaboration, and influence skills; able to drive focus
- High level of confidentiality to handle sensitive/confidential situations and documentation
- High-energy team player who works successfully with others to create opportunities for change and supports the company’s strategic plan
- Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload
- Ability to analyze and solve problems, perform complex tasks, and prioritize independently
- Excellent customer service skills
- Display a positive, motivating attitude and flexibility
Nice To Haves
- Prior call center work experience using systems such as Calabrio, Cisco, Zendesk, i5, and Outlook
- Master’s degree from an accredited university
Responsibilities
- Build a culture of inspiration within the CSC for offering remarkable customer experiences for legal plan members and potential members
- Manage a team of 6-7 CSC Supervisors with coaching and development of 50 – 70 CSRs, monitoring of calls, chat and emails, evaluation and managing overall performance standards for productivity, engagement, efficiency and quality
- Ensure staffing needs are met for all positions in the Cleveland CSC with qualified and trained associates. Work with CSC Training and Development Specialist to build skills and capabilities needed to deliver remarkable customer experiences measured by CSAT scores
- Manage daily operations of the CSC to maximize productivity including scheduling and attendance
- Manage internal partners to establish and support processes and procedures to support new Sponsors and associated service level requirements
- Identify key metrics and collect data/enable data collection to make effective decisions
- Collaborate with technology owners to make recommendations regarding how to best use technology to increase team capabilities and capacity by engaging in product meetings, system testing and feedback gathering
- Manage and optimize non-call work activities, such as system updates, support tasks, and email handling, to improve efficiency, ensure accountability, and support ongoing process improvement.
- Own the service needs for all MLP partners for pilots and third-party services
- Maintain a working relationship with CWA 4340 and collaborate with MLP Leadership and outside counsel on contractual matters
- Support business development activities to achieve MLP strategic plan
- Other duties as required or assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
