Manager

MRI • Cleveland, OH

1d

About The Position

Client Support Manager Administrative: Direct Reports: 3-15 agents Reports to: Client Support Director/Sr. Director Salaried Requirements: 2-4 years of experience in Client Support (or comparable experience) 1+ years of successful direct supervisory experience Ability to lead departmental projects Responsibilities Direct management of agents & leads, including: Approving timecards & PTO Completing and delivering performance reviews 1:1s Team meetings Monitoring and reviewing casework Ensuring all departmental KPIs, team goals, and SLAs are being met Agent coaching, including direct reports and other members of the larger Support team Participates in recruiting process as hiring manager, interviewing candidates and participating in the decision-making process Taking ownership of case escalations, including all client and internal communication Departmental project work, both as a contributor and project manager Ability to take ownership of internal projects, initiatives, and client issues and drive them to completion. This may include securing cross-departmental participation as needed Delegation of team initiatives to direct reports Identifying , communicating, and addressing potential process improvement opportunities within the team Candidate Profile Excellent existing Client Support skills Approachable, with strong coaching skills Strong communicator, with clients, peers, and leadership Positive role model for their peers and direct reports Proactively takes initiative – identifies opportunities to contribute as an organizational leader Active participant in team & departmental meetings Cultural Fit Acts with integrity, honesty, tolerance and inclusion Action-oriented and responsive. Takes initiative and follows through with efficiency. Keeps commitments with enthusiasm Constantly strives to amaze and be the best in everything s/he does Embraces change and knows how to celebrate wins and enjoy the journey We’re obsessed with making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit Invest in our competitive 401k plan and help set you up for your future Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s) Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 15 hours of ‘Flexi’ time a year Further your professional development and growth with our generous Tuition Reimbursement offerings Enjoy the flexibility of working from anywhere in the world for two weeks out of the year

Requirements

• 2-4 years of experience in Client Support (or comparable experience)
• 1+ years of successful direct supervisory experience
• Ability to lead departmental projects
• Excellent existing Client Support skills
• Approachable, with strong coaching skills
• Strong communicator, with clients, peers, and leadership
• Positive role model for their peers and direct reports
• Proactively takes initiative – identifies opportunities to contribute as an organizational leader
• Active participant in team & departmental meetings
• Acts with integrity, honesty, tolerance and inclusion
• Action-oriented and responsive. Takes initiative and follows through with efficiency.
• Keeps commitments with enthusiasm
• Constantly strives to amaze and be the best in everything s/he does
• Embraces change and knows how to celebrate wins and enjoy the journey

Responsibilities

• Direct management of agents & leads, including:
• Approving timecards & PTO
• Completing and delivering performance reviews
• 1:1s
• Team meetings
• Monitoring and reviewing casework
• Ensuring all departmental KPIs, team goals, and SLAs are being met
• Agent coaching, including direct reports and other members of the larger Support team
• Participates in recruiting process as hiring manager, interviewing candidates and participating in the decision-making process
• Taking ownership of case escalations, including all client and internal communication
• Departmental project work, both as a contributor and project manager
• Ability to take ownership of internal projects, initiatives, and client issues and drive them to completion. This may include securing cross-departmental participation as needed
• Delegation of team initiatives to direct reports
• Identifying , communicating, and addressing potential process improvement opportunities within the team

Benefits

• Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit
• Invest in our competitive 401k plan and help set you up for your future
• Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)
• Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 15 hours of ‘Flexi’ time a year
• Further your professional development and growth with our generous Tuition Reimbursement offerings
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed