Client Services Manager

Intermedia Cloud Communications

Manager of Client Services developing and coaching a team within leading cloud communications provider. Managing team performance and leading strategic improvement projects.

Posted 6/2/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $90,000 per yearWebsite

About the role

Key responsibilities & impact

Develop, coach and grow the Client Services team.
Review reports and data to identify performance trends and coaching, and grow the Client Services team assigned to the position.
This will be accomplished through reviewing reports and data to identify performance trends and coaching, setting career/development goals, and providing team and individual recognition and rewards.
Manage a team of agents (or managers) and their achievement of key metrics.
Monitor policy adherence and quality of work life.
Responsible for achieving goals of a defined organization through the effective use of resources in the planning, staffing (workforce decisions), leading, and controlling of the assigned unit(s).
Also, responsible for managing the performance of their employees.
Effective performance management includes, ensuring employees understand their job responsibilities, setting performance objectives and providing periodic feedback on progress toward those objectives, and completing the performance appraisal process.
70% of this position will be managing the performance outcomes of a team of technical support engineers.
30% of this position will be managing strategic improvement projects that contribute to a Worry Free Experience™ for our customers and employees as measured by three primary KPIs: CSAT, FCR & Handling customer issues in a timely manner (productivity measurements).

Requirements

What you’ll need

Bachelor’s degree or equivalent combination of education and/or work experience.
Generally 3+ year’s leadership experience in a call center environment and 3+ years of call center project management responsibilities, or 5+ years in a call center leadership role that includes both people and project management responsibilities.
3+ years of call center project management or responsibility could be replaced with functional call center role in a shared services environment in addition to operations (e.g. Quality, Training, IT, Workforce Management, Reporting or Recruiting).
5-7 years of relevant experience leading customer facing teams

Benefits

Comp & perks

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”).
We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws.
We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementperformance managementdata analysiscoachingteam managementKPI measurementcall center operationsworkforce managementquality assurancecustomer service

Soft Skills

leadershipcommunicationorganizational skillsteam developmentgoal settingfeedback deliveryrecognition and rewardsstrategic planningproblem-solvinginterpersonal skills

Certifications

Bachelor's degree