Manager, Client Services

Intermedia Intelligent Communications•United States, CA

15d•$80,000 - $90,000•Onsite

About The Position

Intermedia is a leading provider of cloud communications and collaboration technology. The company fosters a culture of teamwork and transparency, with a focus on internal promotion and employee growth. The Manager, Client Services role involves developing, coaching, and growing the Client Services team. This includes reviewing reports and data to identify performance trends, setting career goals, and providing recognition. The manager will oversee a team of agents or managers, ensuring they meet key metrics, and will monitor policy adherence and quality of work life. Responsibilities include resource planning, staffing, leading, and controlling the assigned unit(s), as well as managing employee performance through clear job responsibilities, performance objectives, feedback, and appraisals. The role also involves executing major incident handling procedures and customer communication during outages.

Requirements

Bachelor’s degree or equivalent combination of education and/or work experience.
Generally 3+ years of leadership experience in a call center environment.
3+ years of call center project management responsibilities.
OR 5+ years in a call center leadership role that includes both people and project management responsibilities.
3+ years of call center project management or responsibility could be replaced with functional call center role in a shared services environment in addition to operations (e.g. Quality, Training, IT, Workforce Management, Reporting or Recruiting).
5-7 years of relevant experience leading customer-facing teams.

Responsibilities

Develop, coach, and grow the Client Services team.
Review reports and data to identify performance trends and coaching opportunities.
Set career/development goals for team members.
Provide team and individual recognition and rewards.
Manage a team of agents (or managers) and their achievement of key metrics.
Monitor policy adherence and quality of work life.
Achieve goals of a defined organization through effective resource planning, staffing, leading, and controlling.
Manage the performance of employees, ensuring they understand job responsibilities, setting performance objectives, providing feedback, and completing performance appraisals.
Receive assignments in the form of objectives, coordinate work assignments, and allocate resources to achieve department goals.
Provide guidance to subordinates within established company policies.
Recommend changes to policies and establish procedures that affect the immediate organization(s).
Coordinate and communicate a detailed scope of work, timeline, and schedule for strategic projects.
Develop and administer schedules and performance requirements.
Lead cooperative efforts among project team members and work on strategic improvement projects impacting the Operations Department.
Execute major incident handling procedures if an outage occurs, including customer-facing communication.
Lead weekly manager calibration meetings.
Document records including attendance, performance indicators, coaching discussions, goals set, and progress toward goals.
Identify performance trends and training opportunities and provide feedback to the Training Path Team.
Prepare and administer corrective action documentation (verbal and written) and collaborate with HR partners.
Manage a team of up to 18 Technical Support Specialists/Engineers.
Manage performance outcomes of a team of technical support engineers (70% of the role).
Manage strategic improvement projects contributing to a Worry Free Experience™ for customers and employees (30% of the role), measured by CSAT, FCR, and productivity.
Work closely with the Centralized WFM function for team schedule adherence and activities.
Effectively communicate and coach to performance expectations on case management and customer interactions.
Recommend changes to policies and establish procedures affecting the Client Services organization.
Actively monitor daily customer/support escalation calls and cases.
Evaluate, prepare, and conduct performance appraisals monthly and annually.
Discuss and implement performance improvement plans as needed.
Support bi-weekly Product meetings.
Prepare and present bi-weekly data analysis.
Establish and document support goals with the Product Management team.
Conduct monthly 1-on-1 (ROC) meetings with each team (minimum 2 meetings per agent).
Conduct monthly team meetings.
Document team meeting records including attendance, KPIs, team discussions, goals set, and progress toward goals.