Manager of Client Management (Customer Experience Sector)
Requisition ID: 2021-39475
Job Description Summary
Serve as the Manager of Client Management in our fast-paced Staten Island, or Endicott NY call center facility. You will be expected to lead a team in both locations as well as those working remote. You will lead the day-to-day functions and activities across the department, including people management and operational needs. Assists in the overall department performance driving SLAs, adherence to performance metrics and drive innovation and efficiencies of business opportunities, applying process improvements and/or new systems. You will ensure all company policies are followed and assist in the management of staff through coaching, mentoring, conflict resolution, and identifying developmental needs. As the Manager of Client Management, you will act as the day-to-day operations client contact to resolve systems issues and to provide feedback to clients on quality and issues and be responsible for keeping the business continuity plan (BCP) updated and execute as needed.