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Peak Support is seeking a Client Success Manager to oversee high-volume outbound and inbound support operations. Develop, implement, and manage outbound and customer support calling strategies, lead and mentor team leaders, monitor team performance, ensure compliance with policies, and optimize call center performance.
Description
• Peak Support is seeking a Client Success Manager to oversee high-volume outbound and inbound support operations.
• Develop, implement, and manage outbound and customer support calling strategies to meet company goals.
• Lead, mentor, and manage team leaders, supervisors, and agents to ensure high performance and a strong customer service culture.
• Monitor team performance, provide regular coaching, and develop training programs to enhance skills.
• Develop and track key performance indicators (KPIs) to measure success, including call volume and customer satisfaction metrics.
• Ensure compliance with company policies, industry regulations, and best practices for outbound calling.
• Leverage technology and tools to optimize call center performance.
• Oversee the budget for outbound call operations, ensuring cost-effective use of resources.
Requirements
• Minimum 3-5 years of experience in managing high-volume outbound call operations, with a proven track record of success in driving performance and improving operational efficiency.
• At least 3 years of experience in a managerial or leadership role, overseeing a large team of call center agents or managers.
• Exceptional leadership and people management skills, with the ability to motivate, coach, and manage a diverse team.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making and performance improvement.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment while maintaining attention to detail.
• Advanced communication and interpersonal skills, both written and verbal, with the ability to interact effectively with all levels of staff and senior leadership.
• Proficiency in outbound call center operations, including knowledge of best practices for managing high call volumes, lead generation, and appointment setting.
• In-depth understanding of key performance indicators (KPIs) and how to use data to drive performance improvements.
• Ability to analyze complex data, generate actionable insights, and drive continuous improvement across the organization.
• Salesforce proficiency is a plus.
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