Client Support Manager
About the Role
We're looking for a Client Support Manager to join our growing Client Services team. The Client Support Manager is a strategic and operational leader responsible for overseeing the performance and daily management of the call center through a layered leadership model. By directing supervisors - who support Team Leads and front-line agents - the Client Support Manager ensures service levels are met, customer satisfaction is achieved, and operational workflows run efficiently. This role combines people leadership, performance management, and process optimization to foster a high-performing, customer-centric environment.
What You’ll Do
Leadership & Team Development
Oversee and mentor call center supervisors, providing coaching, guidance, and regular performance feedback
Strengthen leadership capabilities among supervisors, particularly in communication, coaching, accountability, and conflict resolution
Support succession planning by identifying and developing supervisors for future leadership roles
Assist supervisors in resolving escalated personnel matters, team conflicts, or performance challenges
Operational Oversight
Ensure supervisors effectively manage daily call center operations, including call flow, staffing adherence, scheduling, and compliance with policies
Manage high-level customer escalations and assist supervisors in resolving complex customer issues
Collaborate with Workforce Management to ensure staffing levels align with forecasted demands and business needs
Recommend and implement process improvements to streamline workflows, reduce handling times, and enhance efficiency
Customer Experience Leadership
Champion initiatives that improve customer satisfaction, leveraging feedback, survey data, and internal performance insights
Oversee call quality programs to ensure agents - through their supervisors - deliver consistent, professional, and empathetic service
Ensure supervisors and Team Leads are equipped to coach agents effectively, reinforcing service standards and best practices
Strategic Planning & Performance Management
Establish clear performance expectations for supervisors that cascade into achievable KPIs for Team Leads and agents
Monitor call center performance metrics, identify trends, and collaborate with supervisors to address gaps or improvement opportunities
Use data, reporting, and analytics to inform decisions related to staffing, training, quality, and operational strategies
Lead change management initiatives, including implementation of new technologies, policies, or processes, ensuring successful adoption across all leadership layers
Supervisory Responsibilities
Direct supervision of Call Center Supervisors
Indirect oversight of front-line agents through the supervisor layer
Responsible for leadership development, performance coaching, and escalation support for supervisor team
What You’ll Need
3+ years of leadership experience within a call center or customer-service environment, or an equivalent combination of education and experience
Advanced proficiency with call center systems, analytics tools, and applicable software programs
Ability to interpret key performance metrics and use insights to improve team performance and operational outcomes
Demonstrated leadership, coaching, and communication skills
Proven problem-solving and conflict resolution skills
Ability to manage multiple priorities and lead through change
Nice to Have
Experience managing supervisors or team leads in a multi-level leadership structure
Travel Requirements
This role requires up to 5% travel, which may include client meetings, team gatherings, or company events
Travel will typically be scheduled in advance and supported by the company
Pay Transparency
Office Ally is committed to fair and equitable compensation practices in alignment with pay transparency laws. Compensation for this position may vary based on individual skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate’s qualifications, relevant experience, and internal equity.
Office Ally Pay Transparency
$75,000—$85,000 USD