Client Services Manager

4 months ago

Sherwood Park, Canada Smart Start Canada ULC Full time

**TITLE**: Client Services Manager

**DEPARTMENT**: Canada Call Centre

**LOCATION**: Smart Start Canada ULC, Unit 120, 2899 Broadmoor Blvd. Sherwood Park, AB T8H 1B5

**REPORTS TO**: Call Centre Director

**SHIFT**: 9:00 AM-5:30 PM Mon-Fri (hours may vary depending on call centre requirements)

***:
The client services manager is responsible for the initial and ongoing development of call centre agents. This individual will be required to facilitate training for the Install/Admin team and manage the Admin Team Lead. Provide agent’s the opportunity to achieve performance results in key performance metrics including quality assurance, attendance, schedule adherence, call time metrics, and other performance factors by delivering exceptional customer service, acting as a role model of expected behaviors, and completing duties assigned by the director.

**This position requires the individual to work within the Sherwood Park office.**

**DUTIES AND RESPONSIBILITIES**:

- Management of 15 employees working in the Install, Admin, Appointment, and Client Texting queues
- Manage the Admin Team Lead
- Collaborate and report to the director on weekly team progress.
- Create and manage agent work schedules based on call volume trends.
- Ensure shift coverage 24/7. Will be responsible for weekend agents.
- Manage client Escalations alongside the Quality Control Manager
- Exceptional conflict resolution skills
- Excellent communication skills
- In-depth knowledge of all provincial procedures
- Results-oriented mindset
- Ability to work under pressure while remaining positive and calm.
- Conduct regular reviews of all call centre agent’s performance and organize training sessions for underperformers.
- Manage ADP requirements.
- Accountable for the documentation of all coaching and corrective action
- Performance evaluations
- Demonstrates leadership, integrity, and reliability.
- Works collaboratively with other Senior members of the Call centre.
- Proficient in the use of computers & troubleshooting
- Create and manage hiring of new employees.
- Phone calls in the respective area of expertise, when required.

**SKILLS REQUIRED**:

- Sales-oriented, confident, and customer-focused
- Prior call centre experience
- Has the highest degree of courtesy and professionalism to resolve customer issues with one call-resolution.
- Good work ethic.
- Excellent phone etiquette and active listening skills
- Excellent verbal and written English communication skills.
- Active listening and multi-tasking skills
- Must be very dependable and have exemplary attendance and punctuality.
- High school diploma or equivalent
- Must be able to pass a criminal background check.
- Must be proficient in Microsoft software.
- Must be computer savvy.
- Handles complex inquiries independently, utilizing strong listening and problem-solving skills.
- Demonstrates advanced customer service skills on a daily basis.
- Exemplary attendance and punctuality
- Assume ownership of the position and accountability for information relayed to customers.
- Must be effective and efficient when working in a team environment.
- Conducts research and analysis to determine the root of problems and independently makes decisions on how to handle problems or unusual situations, escalating to a manager as needed.

**EXAMPLE OF DAILY ROUTINE**:

- Review sent escalations; coach agents if needed.
- Respond to agent portal customer escalation calls.
- Jump in or take over calls that escalate from trainees.
- Check CCC incidents and coach when needed.
- Help with agent questions on teams throughout the day.
- Schedule training sessions with agents making frequent errors or follow-up training.
- Help maintain training material.
- New user creations and computer setups
- Create employee yearly reviews.
- Keep Training OneNote updated. Always make notes of discussions and get employee acknowledgment.
- Misc tasks provided by upper management.

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