Call Center Manager

Position Overview

The Call Center Manager (internally titled Client Services Manager Ops) plays a pivotal role in ensuring client satisfaction and retention. They develop strategies to effectively address issues, proactively service highly complex clients, and lead a team comprising of leaders and various levels of Account Managers.

Responsibilities

• Develop strategies and initiatives to enhance and maintain client satisfaction and retention.
• Lead and manage a team of Account Managers providing coaching and guidance on client interactions, issue resolution, and the application of soft skills to minimize client risk.
• Facilitate continuous learning opportunities to expand the knowledge base of your staff.
• Offer proactive development opportunities aligned with corporate goals and values.
• Create and maintain an effective and positive work environment that encourages open communication, learning, coaching and recognition in line with the organization’s values.
• Monitor team workload, ensuring appropriate balance of volume, priority, and client/account manager alignment.
• Manage the hiring and onboarding of new team members, emphasizing the establishment of strong trusted relationships from day one.
• Generate creative solutions and innovative ideas to increase employee engagement and retention.
• Collaborate with cross-functional partners to ensure that processes and tools are in place to best support clients and the client services team, including Technical Services, Finance, Tax, Sales, Support, Distribution, and Implementation.
• Exhibit flexibility in day-to-day responsibilities, emphasizing agility in adapting to changing circumstances.
• This job requires up to 25% travel for internal and/or client-facing meetings.

Requirements

• Bachelor’s degree required
• 2+ years of previous leadership experience in a customer service/customer relationship role
• Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs)
• Experience with leading other leaders preferred
• Previous experience in HCM/Direct Payroll Industry
• Experience working with payroll, HCM, or HRIS software
• Excellent knowledge of MS Office, including MS Excel
• Strong interpersonal skills

Physical Requirements

The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day. The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.