Client Success Specialist Supervisor
Broadway Support Services
- Santo Domingo
- Permanente
- Tiempo completo
- Responsible for assigned team’s educational and professional development.
- Interview and provide candidate feedback.
- Select, orient, and train team members to maintain staffing levels.
- Understand and enforce company/department compliance guidelines, policies, and procedures.
- Coach and mentor team members by providing support, creating a safe environment for open conversations, and inspiring them to do their best for the organization.
- Implement performance improvement plans and conditions of employment.
- Model professionalism in client interactions, positive company culture, and department best practices to maintain team morale.
- Plan and forecast month-end KPIs and analyze trends to project future team needs and keep up to date on relevant metrics.
- Proactively identify solutions and communicate recommendations to leadership.
- Assist in the development of weekly meeting agenda and contribute when applicable.
- Ensure team adherence to guidelines regarding templates and same-day client response.
- Assist with escalated client interactions.
- Partner with People Experience to resolve employee relations and performance as required.
- Management experience with 2+ years preferred
- Experience managing customer service teams in call centers and/or for digital correspondence preferred, results-oriented, detail-oriented, and process-oriented with a proactive approach to driving success.
- Excellent interpersonal communication skills, both verbal and written
- 5 years’ customer service or relationship-based support role experience required, or 3 years’ internal Client Success experience.
- Financial or banking organization experience preferred
- Demonstrated experience in developing team members, and effectively leading them to identify, assess, and resolve issues in a timely manner.
- Proficient in Microsoft Office, CRM (Salesforce, Zendesk, etc.), and WFM applications (Aspect, Nice, Calabrio, etc.)
- Prioritize multiple tasks and projects simultaneously.
- Ability to successfully collaborate with others.
- Provides support in de-escalation client interactions and is familiar with the NDR program to effectively handle client escalations.
- Law Benefits
- Private insurance
- Meal Subsidy
- Referral Program
- Transportation (Starting at 4:00 PM)
- Massive Growth Opportunities
- Continuous development
- Privileged location (City Center)
- Great Work Environment