Call Center & Client Services Manager

Job Description

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 :

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.

PMC-103125

Call Center Manager

Client Services

Customer Service