Senior Client Support Lead

The Manager, Client Support Center role is a leadership position that oversees a team of specialists responsible for interacting with clients regarding issues, events, and questions in real-time processing. This role works closely with Operations and IT leaders to ensure consistency of messaging and standard reporting on all events impacting production processes, SLA's and client satisfaction.

• Led a team of specialists responsible for client communication in a 24 x 7 environment.
• Developed and implemented effective strategies to manage and retain staff, ensuring a client-focused and results-oriented team approach.
• Determined team training requirements, ensuring current and proficient skill sets within the team; Built staff and team to result in having a strong, high-performance team.
• Ensured consistent client-friendly communications were created and sent for technology issues that arose in the processing environment.
• Talent managed the team, including succession planning, coaching for performance, and employee development.
• Partnered with client teams to understand client requirements and SLA's governing issue escalation and communication.
• Collaborated with Operations leaders to understand client-driven process changes and future requests.
• Worked with Development Team and Project Manager to help interface on any processing problems and production issues related to applications and services, from initiation until conclusion. This included issues primarily related to the client-facing Real-time environments.
• Escalated issues as needed while communicating status and risks to management.
• Aided in ensuring consistency of messaging across all clients for any root cause analysis on production events and tracking completion of corrective action items determined in the root cause analysis.
• Participated in internal meetings recapping production events.
• Collaborated with the implementation group on new client activation or existing client service expansions.
• Collaborated with client services group on any requests from clients including testing and/or additional or non-standard monitoring as requested by clients.
• Worked and communicated directly with clients for any production events.
• Helped review the operational readiness of new products and services being transitioned into production environment.
• Maintained the client documentation library, ensuring documents were current, accurate, and available to appropriate groups. This was a coordinated activity with production operations who was accountable to process support documents.
• Actively participated in Disaster Recovery/Business Continuity planning and testing to help represent these activities for the client. Activities included actual live fail over and fall back exercises.
• Contributed to continual improvement of process and procedures with a goal of operational excellence.
• Provided metric-based reporting on all operational activity.

• Bachelor's Degree (or higher preferred) or equivalent experience
• Strong technical understanding
• 5+ years managing teams
• 5+ years working in a contact center role
• 5+ years' experience managing a Client Contact center in a 24/7 environment
• Proven ability to manage and support off-hours work activities
• Excellent English communication and interpersonal skills
• Communicates with ease up and down the chain of leadership
• Works with a sense of urgency
• Excellent analytical skills with ability to help troubleshoot problems and find root causes
• Ability to adapt to changing situations with ease
• Team player with strong desire to assist and share knowledge
• Proficient with Microsoft Office Suite (Word, Excel, Power Point)
• Professional with ability to properly handle confidential information
• Ability to work well independently and in a team environment.
• Ability to handle multiple tasks, prioritize, and meet deadlines.
• Ability to work within a matrix organization
• Flexible schedule to work evenings and weekends, as needed; On call availability – must be willing to carry cell phone and check email during off hours
• Must be able to sit and use a computer keyboard for extended periods of time
• Must have ability to positively handle/manage stress, such as high work volume and frequent change.
• Must have flexibility and willingness to participate in the work processes of an international organization, including conference calls scheduled to accommodate global time zones.

This role offers opportunities for growth and development in a dynamic and challenging environment. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.

Please note that this job description may be subject to change based on business needs.