Contact Center Client Services Manager
Employment Information
Job Description
Client Services Manager overseeing client engagement and SLA management in a leading health insurance technology company. Collaborating across teams to optimize service delivery and client satisfaction.
Responsibilities:
- Develop and nurture strong relationships with clients, acting as the primary contact
- Monthly Review of client SLAs and operational achievements with Clients
- Analyze performance metrics and service level agreements on a monthly basis to track key metrics, identifying trends, and reporting on customer satisfaction and success to inform business decisions
- Propose corrective actions and process improvements based on data analysis
- Collaborate with internal stakeholders to align service targets with business objectives
- Emphasize a high-level perspective, identifying broader trends and proposing holistic interventions to continuously elevate overall service quality
- Maintain clear and consistent communication with clients about performance metrics and outcomes
- Ongoing Process Evaluation (Quarterly)
- Review and understand Quality Assurance (QA) frameworks to maintain high standards of service delivery and provide clients with the necessary insight
- Work with internal operations team to review customer interactions for effectiveness and adherence to best practices
- Serve as client advocate and identify areas for efficiency gains and structural improvement in operational workflows
- Expansion of process reviews to include a broader evaluation of the overall customer experience, customer sentiment, and transition from reactive to proactive support
- Identify and advocate opportunities for automation and AI in collaboration with clients and internal teams
- Partner with cross-functional teams to communicate with clients regarding the implementation of new systems
- Serve as the primary escalation point for any operational issues within the call center
Requirements:
- Bachelor's degree in business, Operations Management, or related field (or equivalent work experience)
- Five plus years of experience managing call center teams, with a strong focus on service delivery and process optimization
- Experience in a client relationship management role where strategic outcomes and client satisfaction were primary responsibilities
- Demonstrated leadership and people management abilities
- Proven track record in monitoring and exceeding SLAs and using data to drive operational improvements
- Familiarity with contact center analytics, Quality Assurance processes, and customer satisfaction metrics
- Understanding of RPA, IVA, and other automation technologies
- Excellent communication skills for cross-functional collaboration and escalation management
- Ability to analyze complex problems, identify root causes, and propose effective solutions
- Strong system-thinking approach, with an ability to balance operational insights and strategic client satisfaction goals, particularly across multiple clients with varying policies and processes.
Benefits:
- Health, Dental, Life, Disability, and Vision insurance
- Healthcare spending or reimbursement accounts (HSA/FSA)
- Retirement benefits (401k)
- Paid time off
- Education assistance or tuition reimbursement
- Employee discounts for Gym memberships & commuting/travel assistance
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