Client Services Manager
11 days ago
Fort Lauderdale
Job Description Starting Salary $81,500 Reports To: Director of Operations Purpose and Scope: To ensure an efficient approach to daily contact center operations, and to provide direction and guidance to subordinate employees. Essential Functions: • Ensures understanding of client service standards., • Creates and maintains an atmosphere conducive to service expectations., • Intervenes in escalated client situations., • Ensures compliance with applicable procedures, statutes, laws and codes., • Mentors team members to identify opportunities for improvement and related remedial measures., • Monitors contact center performance to ensure a pro-active approach to accuracy, service and efficiency., • Participates in the selection, development and appraisal of team members., • Sets expectations for behavior and performance., • Provides coaching, feedback and documentation as appropriate., • Communicate organizational information to team members and meets regularly with Director., • Bachelor’s degree with course work emphasis in Business Administration, Management, Public Administration or closely related field; supplemented by three years progressively responsible supervisory experience that provides broad knowledge of management functions, with demonstrated communication skills; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Must possess and maintain valid state of Florida driver’s license., • In accordance with Florida Statute 322, selected applicant must possess a valid Class E or higher driver's license; not learner's license and be at least 21 years of age. Selected applicants must have no cancellations, suspensions, or revocations of the driving privilege for a minimum of three (3) years prior to employment and must also maintain a driving record with no more than three (3) chargeable motor vehicle crash or any violation defined in Chapter 316, Florida Statutes during any consecutive (3) year period of employment. Leadership • Is mission/vision focused., • Maintains focus on results and goals., • Manages change., • Values and models teamwork., • Committed to the highest standards of customer service and business ethics., • Demonstrates strong written and verbal communication skills., • Practices active listening., • Provides actionable, diplomatic feedback to team members., • Willingly shares knowledge to ensure growth and development of team members., • Coordinates business operations for contact center., • Monitors key business indicators and adjusts, as necessary. LUGt6NmQl0