Call Center & Client Services Manager

Call Center & Client Services Manager

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.