Manager, Client Services

About Intermedia

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won't be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What's more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other's back!

Are you ready to make your mark?

About the Role

Develop, coach and grow the Client Services team. Review reports and data to identify performance trends and coaching, and grow the Client Services team assigned to the position. This will be accomplished through reviewing reports and data to identify performance trends and coaching, setting career/development goals, and providing team and individual recognition and rewards. Manage a team of agents (or managers) and their achievement of key metrics. Monitor policy adherence and quality of work life. Responsible for achieving goals of a defined organization through the effective use of resources in the planning, staffing (workforce decisions), leading, and controlling of the assigned unit(s). Also, responsible for managing the performance of their employees. Effective performance management includes, ensuring employees understand their job responsibilities, setting performance objectives and providing periodic feedback on progress toward those objectives, and completing the performance appraisal process.

• Receive assignments in the form of objectives, coordinates work assignments, and allocates resource to achieve department goals.
• Provides guidance to subordinates within the latitude of established company policies.
• Recommend changes to policies and establish procedures that affect immediate organization(s).
• Organization consists of a work group or department of professional individual contributors who perform homogenous, semi-standardized work.
• Coordinate and communicate a detailed scope of work, timeline, and schedule for strategic projects.
• Develop and administer schedules, performance requirements.
• Lead a cooperative effort among members of a project team and work on strategic improvement projects that impact the Operations Department.
• Execute major incident handling procedures if an outage occurs, including customer facing communication.
• Leads weekly manager calibration meetings. Documents records to include attendance, performance indicators, coaching discussions, goals set and progress toward goals.
• Identifies performance trends and training opportunities and provides feedback to the Training Path Team
• Prepares and administers corrective action documentation (verbal and written) and collaborates with HR partners when necessary.

Support

• Manage a team of up to 18 Technical Support Specialists/Engineers.
• 70% of this position will be managing the performance outcomes of a team of technical support engineers
• 30% of this position will be managing strategic improvement projects that contribute to a Worry Free Experience for our customers and employees as measured by three primary KPIs: CSAT, FCR & Handling customer issues in a timely manner (productivity measurements).
• Work closely with Centralized WFM function for team schedule adherence and team member activities.
• Effectively communicate and coach to performance expectations on case management and customer interactions.
• Recommend changes to policies and establishes procedures that affect immediate organization, Client Services.
• Actively monitors daily customer/support escalation calls and cases.
• Evaluates, prepares and conducts performance appraisals monthly and annual. Discusses and implements performance improvement plans as needed.
• Support bi weekly Product meetings. Prepare and present bi weekly data analysis. Establish and document support goals with Product Management team.
• Responsible for conducting monthly 1on1 (ROC) meetings with each team. Minimum requirement of 2 meetings per agent.
• Responsible for conducting monthly team meetings. Documents records to include attendance, KPIs, team discussion, goals set and progress toward goals.
• Bachelor's degree or equivalent combination of education and/or work experience.
• Generally 3+ year's leadership experience in a call center environment and 3+ years of call center project management responsibilities, or 5+ years in a call center leadership role that includes both people and project management responsibilities.
• 3+ years of call center project management or responsibility could be replaced with functional call center role in a shared services environment in addition to operations (e.g. Quality, Training, IT, Workforce Management, Reporting or Recruiting).
• 5-7 years of relevant experience leading customer facing teams