Manager, Client Support

Job Description

Job Purpose

The Manager, Client Support acts as a leader, coach, and supervisor of a team of customer support professionals. As a leader, the Manager will collaborate, identify and own opportunities to apply efforts toward the continuous improvement of efficiency and delivery of the support experience to ICE Mortgage clients. As a coach, the Manager is responsible for driving the development of their team - as a team, and individually, to ensure effectiveness and job satisfaction. As the supervisor of their team, the Manger is accountable for ongoing performance and service delivery against the objectives and goals of the business and department. As part of their guiding philosophy, the Manager should drive competitive advantage through improving operational efficiency, empowerment of their staff, effectiveness of service delivery, and customer satisfaction and retention.

Responsibilities

• Manage to business processes, which, when implemented, will lead to exceptional performance.
• Manage to a set consistent service delivery key performance indicators as required by functional role.
• Create a cooperative environment where full understanding of the performance and enablers of 'best in class' Technical Support team are fully understood across all team members.
• Select and recruit team members with high potential in service delivery.
• Manage timely departmental workflow and productivity, as well as enhance agent experience and knowledge.
• Develop tactical proposals for the department to support company initiatives.
• Identify and implement procedures and training tools for the agents on troubleshooting, customer service skills and handling severity issues.
• Develop Technical Support staff through effective hiring, coaching, evaluative performance feedback and guidance.
• Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives.
• Administer staff effectively to balance individual, team, departmental, and organizational goals and obligations.

Knowledge And Experience

Preferred Knowledge And Experience

Skills Required

Coaching, Customer Service, Technical Support, Problem Management, Major Incident Management, Decision Making