What are the responsibilities and job description for the Client Services Manager position at The Office of Abbey Ajayi, Broward County Tax...?
Reports To: Director of Operations
Purpose and Scope: To ensure an efficient approach to daily contact center operations, and to provide direction and guidance to subordinate employees.
Essential Functions:
- Ensures understanding of client service standards.
- Creates and maintains an atmosphere conducive to service expectations.
- Intervenes in escalated client situations.
- Ensures compliance with applicable procedures, statutes, laws and codes.
- Mentors team members to identify opportunities for improvement and related remedial measures.
- Monitors contact center performance to ensure a pro-active approach to accuracy, service and efficiency.
- Participates in the selection, development and appraisal of team members.
- Sets expectations for behavior and performance.
- Provides coaching, feedback and documentation as appropriate.
- Communicate organizational information to team members and meets regularly with Director.
- Demonstrates support for organizational initiatives.
Qualifications and Experience:
- Bachelor’s degree with course work emphasis in Business Administration, Management, Public Administration or closely related field; supplemented by three years progressively responsible supervisory experience that provides broad knowledge of management functions, with demonstrated communication skills; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Must possess and maintain valid state of Florida driver’s license.
Critical Competencies for Success:
Leadership
- Is mission/vision focused.
- Maintains focus on results and goals.
- Manages change.
- Builds consensus.
Relationship Management
- Values and models teamwork.
- Committed to the highest standards of customer service and business ethics.
- Fosters trusting relationships with internal and external clients.
Effective Communication
- Demonstrates strong written and verbal communication skills.
- Practices active listening.
- Provides actionable, diplomatic feedback to team members.
- Willingly shares knowledge to ensure growth and development of team members.
- Facilitates team meetings.
Business Acumen
- Coordinates business operations for contact center.
- Monitors key business indicators and adjusts, as necessary.
- Gathers data to make reasoned, responsible decisions using critical thinking.
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