• Program Manager Client Services

    Work Location US-CA-Los Angeles
  • Specific Responsibilities

    Client Services Program Manager is responsible for managing the relationship with our outsourced customer service provider to ensure delivery of excellent customer service across voice, email, text, live chat channels. Take a leadership role in creating short and long term strategies as well as work with cross functional partners to effectively implement such plans.  


    (Duties that comprise more than 5% of time, responsibilities critical to the successful performance of the position)

    • Provides day-to-day management and serves as primary resource for business and customer-facing issues for our call center.
    • Creates, defines and/or manages service level goals and business objectives for call center and make sound decisions and change plans to ensure ongoing improvement and achievement of SLAs.
    • Be able to gather information to create analysis and provide recommendations to improve call center productivity and efficiencies.
    • Develops strong working relationships with internal and external partners to ensure programs supporting the call center are prioritized appropriately and implemented flawlessly
    • Maintains awareness of and directs projects and support strategies to align with corporate brand, vision, direction, merchandise, priorities, focus, and initiatives.
    • Creates, manages, coordinates and reviews all call center training materials to ensure Client Services associates are equipped and well-trained to deliver excellent customer service


    • Spearheads the Contact Center planning/staffing process with ability to analyze contact volumes and patterns to achieve efficiency and SLAs.


    • Reports on service level progress against goals, strategies and tactics to elevate call center service, workload trends and staffing requirements including any adjustments based on dynamic forecasts on a regular basis to management teams.


    • Effectively identifies and evaluates situations of varying degrees of urgency and importance, and be able to efficiently and responsively coordinate and/or solve with satisfactory results.  
    • Assists with budget management through effective management of short and long term plans and monitors progress with data to stay on track or make necessary adjustments when justified and beneficial with manager’s approval.
    • Responsible for working with business and IT to improve existing and/or identify new call center tools to achieve operational excellence.

    Skills and Requirements

    • 5+ years of experience in call center management preferred within retail industry and ideally in eCommerce space
    • BA or BS preferred
    • Self-starter who possesses exceptional time-management skills and an ability to operate independently with great attention to detail.
    • Proven leadership and team management/building skills with ability to motivate, lead and inspire
    • Excellent and proven customer service and problem solving skills. Skilled customer-facing messaging skills, and talent in ensuring customer-facing messaging is on brand, clear, and effective
    • Strong project and/or program management, organizational and multi-tasking experience and skills with demonstrated track record of delivering high quality work in timely manners.
    • Experience interacting with and influencing business partners at all levels both internally and externally.
    • Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
    • Excellent written, verbal communication and presentation skills with ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, clients, customers, and the general public.
    • Strong analytical and problem solving skills, with the ability to define problems, collect data, establish facts and draw valid conclusions.
    • Proficient in MS Word, MS Excel, MS PowerPoint

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