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Call Center & Client Services Manager
Call Center & Client Services ManagerBrightKey, Inc • Annapolis Junction, MD, US
Call Center & Client Services Manager

Call Center & Client Services Manager

BrightKey, Inc • Annapolis Junction, MD, US
16 hours ago
Job type
  • Full-time
  • Quick Apply
Job description

BrightKey is hiring a Call Center & Client Services Manager !

As a Call Center & Client Services Manager, you will play a pivotal role in managing and leading a team of 2-10 customer service representatives within our call center environment.

In addition, you will be the primary point of contact for our client.

This team serves a diverse range of customer needs including membership management, inventory management, order processing, resolving shipping issues, and undertaking various projects as necessary.

The ideal candidate will have a proven track record of client management, leadership, motivation, coaching, management, and mentorship within a customer service or call center setting. ​ ​ Key Information :

  • Salary range of $55,000 - $60,000 annually Paid Time Off and Holiday Pay Medical, Dental, Vision and other benefits Participation in company 401k Career Growth Opportunities  Monday through Friday On-site  Hours : 8 : 30am to 5 : 00pm Located in Annapolis Junction (Jessup / Fort Meade Area) Key Responsibilities of the Call Center & Client Services Manager : Team Leadership : Lead and motivate a team of customer service representatives to meet and exceed performance targets, ensuring high levels of customer satisfaction and retention.

Client Relationship Management :

  • Develops and maintains a professional relationship with the client and is responsible for day-to-day contact including updates on pending issues, current projects, feedback, and growing existing business.

    • Reporting :

  • provide crucial reporting to our client in areas including refunds, service metrics and other reports as requested by the client.

    • Performance Management :

  • Monitor team performance metrics (KPIs), identify areas for improvement, and implement strategies to enhance team productivity and efficiency.

    • Coaching and Training :

  • Provide ongoing coaching, training, and development opportunities to team members to enhance their skills, knowledge, and performance.

    • Issue Resolution :

  • Assist team members in resolving complex customer inquiries, escalations, and complaints in a timely and effective manner.

    • Process Improvement :

  • Collaborate with cross-functional teams to identify process improvements and implement best practices to streamline operations and enhance the customer experience.

    • Communication :

  • Serve as a liaison between frontline staff, management, and our client, effectively communicating team goals, objectives, and feedback.

    • Project Management :

  • Lead and participate in various projects and initiatives aimed at improving customer service operations and driving business growth.   ​ Qualifications for the Call Center & Client Services Manager Position : Bachelor's degree or equivalent work experience.
  • Previous experience in a  leadership or supervisory  role within a customer service or call center environment ((or)) 5+ years of customer call center experience.
  • Experience in managing business to business client relationships.
  • Strong interpersonal and communication skills, with the ability to motivate and inspire team members.
  • Proven track record of coaching, mentoring, and developing staff to achieve performance goals.
  • Excellent problem-solving abilities and a customer-focused mindset.
  • Proficiency in Microsoft Office Suite (Excel & Word) and call center software.
  • Ability to thrive in a fast-paced, dynamic work environment and adapt to changing priorities.
  • Knowledge of membership management, inventory management, order processing, and shipping processes is a plus. ​ BrightKey is dedicated to being an organization where all employees are treated with dignity and respect.  We expect all our employees to maintain a workplace free from harassment and discrimination.  Our focus is on merit-based standards in all hiring, promoting, performance evaluations and employment decisions.
  • We strive to be a workplace where individuals of all backgrounds can succeed and thrive, regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran, or disability status.
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    Call Center Manager • Annapolis Junction, MD, US

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