Manager, Client Support - mScripts

JOB SUMMARYAs a Remote Manager of Client Support your focus will be on managing the mscripts Support team. You will be responsible for the success of your team's client experience. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.ESSENTIAL DUTIES & RESPONSIBILITIESDetermine and align staffing, workload distribution, and team scheduling to support operational demands and service level objectivesProviding leadership direction, expectations, coaching and mentoring to Client Support Technical Lead(s) and Associates through regular meetings, development planning, and performance managementTrack, analyze, and report team and individual performance metrics, KPIs, and accountability measures, providing regular updates and recommendations to leadershipDevelop and manage career progression paths for Support Associates, including training milestones, assessment creation, readiness evaluations, and advancement criteriaFacilitate accountability to workflow queues, cases and boards to ensure timely resolution, partnering closely with Product,Engineering, and other cross-functional teams as neededHandle escalations, including those with patients while building strong relationships with key clients, understanding their goals, addressing their needs and concerns, and ensuring high levels of satisfaction and retentionKNOWLEDGE & REQUIREMENTSExcellent written and verbal communication skillsAbility to mentor and motivate othersAbility to adapt to change and provide stability for team members in an ever-changing environmentAbility to work well within a team environment and collaborate with others to achieve set goalsAbility to communicate well across all levels of the organizationEDUCATION & EXPERIENCE REQUIREMENTSMinimum years of work experience: 8 years2-3 years of experience in a leadership role4 years customer service-related experience required preferably in a call centerenvironmentMinimum level of education or education/experience: Bachelors or equivalent workexperiencePHYSICAL REQUIREMENTSThe physical demands described here are representative of those that must be met by an employeeto successfully perform the essential functions of this job.Frequent sitting in stationary position at a deskOccasional standing, walking, stooping, kneeling, squatting, and climbing stairsOccasional twisting of bodyOccasional reaching by extending hands and arms in any directionOccasional lifting, pulling, or pushingWhat’s In It For You?Medical, Dental and Vision PlansVoluntary BenefitsHSA & FSAFertility & Family Planning BenefitsPaid Parental LeaveAdoption Assistance ProgramEmployee Resource GroupsFlex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates11 Paid HolidaysCorporate Wellness Program401k Employer Match & Roth Option Available – immediate eligibilityThe hiring range for this position is $80,000-$90,000 annually. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.#LI-RL1 #J-18808-Ljbffr