Customer Service Manager

Description:Insight Global is seeking a Client Services Manager for a top client. This Manager will serve as the primary liaison for assigned clients while overseeing Client Services and Call Center operations. This role is responsible for managing client relationships, supervising team members, coordinating with internal departments and external vendors, and driving operational excellence. The ideal candidate combines strong client-facing skills with leadership experience and a process-oriented mindset to ensure client needs, reporting requirements, and service expectations are met accurately and efficiently.

Responsibilities

• Serve as the primary point of contact for assigned client accounts and maintain strong client relationships.
• Oversee the timely completion of client deliverables, reports, requests, and service commitments.
• Monitor service levels, workflows, and account performance to ensure client expectations are consistently met.
• Supervise and support Client Services and Call Center staff, providing coaching, guidance, and performance feedback.
• Manage daily team priorities, productivity, quality standards, attendance, and workflow execution.
• Ensure Call Center operations maintain appropriate coverage, responsiveness, and customer service standards.
• Assist with employee onboarding, training, and ongoing development.
• Develop and maintain departmental procedures, documentation, and work instructions.
• Review client, supplier, and attorney-firm data for accuracy, completeness, and compliance with established processes.
• Provide day-to-day oversight of offshore team, including productivity, quality, training, and performance management.Track operational and client-related issues through resolution while ensuring a high level of customer satisfaction.

Qualifications

• Bachelor's degree required; equivalent combination of education and 5+ years of relevant professional experience may be considered.
• 2+ years of experience in client services, operations, call center supervision, or a related leadership role
• Experience in client services, account management, operations, call center leadership, or a similar customer-focused environment.
• Prior experience supervising, coaching, or providing day-to-day leadership to employees or teams.
• Strong customer service, relationship management, and stakeholder communication skills.
• Ability to manage multiple priorities, meet deadlines, and adapt in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.