Client Service Center Manager
Core
Leading a team of supervisors and call center representatives to deliver legal service plans to working families, managing daily operations, staffing, and performance metrics.
Role type
Senior operations manager for a legal services call center
Builds
Customer service operations for legal plan members and potential members
Domain
Legal services / Insurance / Customer Support
Deliverable
client delivery
Required skills
Team leadership, workforce management, performance metrics analysis, process improvement, data-driven decision making, operational scheduling, stakeholder collaboration
Preferred skills
Master's degree, experience with Calabrio, Cisco, Zendesk, i5, Outlook
Technologies
Calabrio, Cisco, Zendesk, i5, Outlook
Responsibilities
Manage a team of 6-7 CSC Supervisors and 50-70 CSRs; ensure staffing needs are met; manage daily operations including scheduling and attendance; identify key metrics and collect data for decision making; collaborate with technology owners to optimize team capabilities; manage non-call work activities to improve efficiency; support business development activities for MLP partners.
Seniority
Senior, hands-on IC with team leadership
