Client Success Senior Manager

Job Summary:

The Client Success Senior Manager will be responsible for leading and overseeing the day-to-day operations of a large-scale call center, ensuring exceptional customer service and high-quality customer experiences. The successful candidate will have extensive experience managing call center teams, a deep understanding of customer service principles, and a proven track record of driving improvements in customer satisfaction and call center performance.

Key Responsibilities:

• Lead and manage a team of customer service representatives, ensuring that all customer inquiries and concerns are addressed in a timely and professional manner.
• Develop and implement strategic plans for the call center, including the creation of performance targets, customer service standards, and training programs.
• Monitor and evaluate team performance, providing coaching and feedback to improve results and drive continuous improvement.
• Collaborate with other departments to resolve customer issues, improve the overall customer experience, and drive cross-functional initiatives.
• Conduct regular audits of call center processes and procedures, identifying opportunities for improvement and implementing changes as necessary.
• Develop and maintain relationships with key stakeholders, including customers, clients, and partners.
• Analyze call center data to identify trends and make recommendations for improvements to processes, procedures, and customer service practices.
• Oversee the development and implementation of new technologies and tools to enhance the customer experience and improve call center efficiency.

Requirements:

• Bachelor's degree in Business Administration, Communications, or a related field.
• 5+ years of experience in a call center management role.
• Extensive experience leading large-scale call center teams.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Knowledge of customer service principles and practices.
• Ability to analyze and interpret data to make informed decisions.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.