Client Services Supervisor

The Client Services Supervisor is a dynamic leader passionate about maximizing employee potential to improve client outcomes. Providing leadership and guidance over process and training within the contact center, the Client Service Supervisor advances impactful process improvements. They remove barriers for the Client Service team and set the tone for a high-performance culture that emphasizes quality and efficiency.
Operating with accuracy and integrity, the Client Services Supervisor serves to anticipate and meet strategic customer and employee needs proactively. They work in conjunction with Client Service Representatives to ensure the successful delivery of services.
Essential Duties & Responsibilities
Own the resolution of escalated client concerns in the form of calls, emails, faxes and chats.
Oversee and support assignment of daily work volume and re-allocation of resources to meet SLAs
Identify process bottlenecks and workflow inefficiencies, championing solutions that are approved by internal stakeholders and that are compliant with external regulations and requirements.
Establish subject matter expertise regarding roles/responsibilities of the Client Services team and intersections with other functional teams.
Maintain extensive and accurate product and process knowledge by regularly communicating to understand needs and explain products.
Partner with other supervisors to achieve KPIs through managing staffing, productivity, and efficiency.
Create and implement strategy around process communication, creating a culture of awareness, transparency, and continuous process improvement
Identify trends and assess department needs for training and standard operating procedures
Develop and maintain a strategy for contact center training, including delivery, content, and schedule for new hires and current employees requiring remedial training
Lead piloting of new channel, product, or systems initiatives while overseeing documentation of workflow and adoption within the contact center.
Provide recommendations on how to maximize efficiency within the contact center.
Engage in the interview and selection process and oversee new hire onboarding and assimilation.
Provide effective feedback during annual appraisals, counseling and discipline, and recognition.
Other duties as assigned or become evident
Bachelor's degree or equivalent professional experience with demonstrated success in similar roles
Leadership experience required
Strong will to drive impactful change and continuously challenge the status quo
Excellent interpersonal skills, creating a supportive work culture while compelling others to achieve
Strong conflict resolution skills, including proactively identifying issues and advancing practical solutions
Strong analytical skills, evaluating KPIs to form actionable insights and provide recommendations.
Strong decision-making skills, setting a course of action despite changing variables
Demonstrated ability to interact with and effectively present to senior leadership
Excellent project management skills, managing multiple priorities and meeting established deadlines
Demonstrated ability to build a collaborative culture and relationships with strategic partners
Highly proficient in Microsoft Office and other computer software programs
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times.
Communicating with others to exchange information

Employment type
Full-time

Work arrangement
No