Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
The Client Success Specialist Conference manager position is focused on providing support for the Client Success Specialist Team. This position includes the continual provision of exceptional customer service by means of supporting the team as they work to optimize productivity and quality responses to client digital communications.
• Monitor reports and utilize reporting to drive results for departmental goals
• Maintain customer satisfaction, ensuring customers’ needs are handled efficiently and effectively and ensure compliance with labor laws and company policies
• Improve process quality
• Work directly with leadership across the organization to resolve client concerns
• Manage Team Leaders and Specialists’ total performance (60-100 employees)
• Communicate updates in policies or procedures and update resources
• Conduct case audits of Specialists to identify and report any trends of strengths or areas of opportunities that Team Leads can coach to in their meetings with the agents
• Create initiatives for team engagement and recognition
• Provide feedback and guidance to leadership and agents in real time and contribute to the team’s continued development and growth
• Lead training and assessment workshops to assess capabilities and to upskill talent
• Partner with HR and Operations teams to ensure proper staffing for production and leadership according to business need
• Take on additional responsibilities as needed to ensure the team’s success
Required Skills/Abilities:
• Excellent interpersonal communication skills, both verbal and written
• Strong critical thinking, organizational and problem-solving abilities
• Ability to remain professional, empathetic, polite, flexible, confident, tactful, patient, and diplomatic when faced with complex problems
• Computer proficiency in Microsoft Office products is a plus
• Results oriented and process oriented with a proactive approach to driving success
• Strong leadership, analytical, documentation, and project management skills required
• The employee is expected to be punctual and ready to report to work on a consistent basis
• The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly
Education/Experience:
• Management experience with 2+ years preferred
• Experience managing customer service teams in call center and/or for digital correspondence preferred
Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes: