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Manager, Client Services

3 months ago

Coppell, United States Brink's Incorporated Full time

**Locations**: Coppell, TX
- **Department**: Customer Care
- **Req ID**: R48208

The Brink’s name is a promise to respect the trust we’ve earned in over 150 years in business. Every employee honors that promise by offering the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team - and stay here.

**Job Description**:
Brinks Texas License #C00550

The Brink’s name is a promise to respect the trust we’ve earned in over 150 years in business. Every employee honors that promise by offering the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team - and stay here.

**Job Title**

Manager, Client Services
- Job Description

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

At Brink’s we believe that diverse teams drive success, and as such we foster an inclusive culture that values people with diverse backgrounds, ideas and perspectives. We build a sense of belonging so all employees feel respected, safe and valued, and we provide equal opportunity to participate and grow.

Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored car transportation, currency and coin processing, ATM servicing and other value added services to financial institutions, retailers and other commercial and government entities. The company has a proud history of providing growth and advancement opportunities for its employees. We have a challenging opportunity for a **Client Services Manager.**

**Job Summary**:
The Client Services Manager is responsible for ensuring Customer Care Professionals are performing at optimum levels, effectively balancing the competing needs of operational efficiency, customer satisfaction and employee satisfaction.

**Key Responsibilities**:

- Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities.
- Accomplishes leadership results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures.
- Maintains safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations.
- Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures.
- Controls expenses by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions.
- Provides quality service by enforcing quality and customer service standards.
- Supervise day to day tactical issues, minimize customer escalations and support front line agents on issue resolution.
- Handle the first line escalation of operational issues.
- Keep leadership and key customers aware of issues; and identify opportunities to improve efficiencies and customer experiences.
- Ensure employees are increasing fulfillment time for Branch Operations.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications.
- Contributes to team effort by accomplishing related results as needed.
- Perform other duties as assigned

**Minimum Qualifications**:

- High School Diploma or GED
- Minimum of 3 years of direct supervisory experience of 10 or more employees
- Minimum of 5 years of experience in a call center environment
- Minimum of 3 years of experience working directly with customers or sales
- Understanding of Workforce Analytics software and reporting
- Experience with coaching and development and corrective actions
- Working knowledge and demonstrated capability to navigate Microsoft Office products

**Preferred Qualifications**:

- Strong experience in championing change, motivating persuasively and getting results through working with others.
- Basic knowledge of project management principles
- Basic knowledge of process management principles
- Basic knowledge of Lean fundamentals
- Practical understanding of training principles
- Basic understanding of Customer Experience strategies and tactics.
- Undergraduate degree or equivalent business experience

**Professional Skills**:

- Strong consultative, analytical and problem solving skills
- Excellent interpersonal/communication and presentation skills
- Detail oriented with strong organizational and time managemen