Client Support Manager
About The Position
We're looking for a Client Support Manager to join our growing Client Services team. The Client Support Manager is a strategic and operational leader responsible for overseeing the performance and daily management of the call center through a layered leadership model. By directing supervisors - who support Team Leads and front-line agents - the Client Support Manager ensures service levels are met, customer satisfaction is achieved, and operational workflows run efficiently. This role combines people leadership, performance management, and process optimization to foster a high-performing, customer-centric environment.
Requirements
- 3+ years of leadership experience within a call center or customer-service environment, or an equivalent combination of education and experience
- Advanced proficiency with call center systems, analytics tools, and applicable software programs
- Ability to interpret key performance metrics and use insights to improve team performance and operational outcomes
- Demonstrated leadership, coaching, and communication skills
- Proven problem-solving and conflict resolution skills
- Ability to manage multiple priorities and lead through change
Nice To Haves
- Experience managing supervisors or team leads in a multi-level leadership structure
Responsibilities
- Oversee and mentor call center supervisors, providing coaching, guidance, and regular performance feedback
- Strengthen leadership capabilities among supervisors, particularly in communication, coaching, accountability, and conflict resolution
- Support succession planning by identifying and developing supervisors for future leadership roles
- Assist supervisors in resolving escalated personnel matters, team conflicts, or performance challenges
- Ensure supervisors effectively manage daily call center operations, including call flow, staffing adherence, scheduling, and compliance with policies
- Manage high-level customer escalations and assist supervisors in resolving complex customer issues
- Collaborate with Workforce Management to ensure staffing levels align with forecasted demands and business needs
- Recommend and implement process improvements to streamline workflows, reduce handling times, and enhance efficiency
- Champion initiatives that improve customer satisfaction, leveraging feedback, survey data, and internal performance insights
- Oversee call quality programs to ensure agents - through their supervisors - deliver consistent, professional, and empathetic service
- Ensure supervisors and Team Leads are equipped to coach agents effectively, reinforcing service standards and best practices
- Establish clear performance expectations for supervisors that cascade into achievable KPIs for Team Leads and agents
- Monitor call center performance metrics, identify trends, and collaborate with supervisors to address gaps or improvement opportunities
- Use data, reporting, and analytics to inform decisions related to staffing, training, quality, and operational strategies
- Lead change management initiatives, including implementation of new technologies, policies, or processes, ensuring successful adoption across all leadership layers
- Direct supervision of Call Center Supervisors
- Indirect oversight of front-line agents through the supervisor layer
- Responsible for leadership development, performance coaching, and escalation support for supervisor team
Benefits
- medical
- dental
- vision coverage
- 401(k) with company match
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
