Client Support Operations Leader

2 weeks ago


Springfield, Massachusetts, United States Farm Credit Financial Partners Inc Full time

Overview

As a pivotal member of our team, the Client Support Operations Leader is responsible for overseeing the strategic direction and execution of our Customer Support Center. This role involves collaborating with various departments to enhance service delivery and client satisfaction.

Key Responsibilities

  • Directs the activities of a dedicated support team, ensuring prompt and effective assistance to clients and partners in line with established service standards.
  • Evaluates current operational workloads to identify inefficiencies and implement process improvements aimed at elevating service quality.
  • Prepares and analyzes performance reports to optimize resource allocation and enhance overall operational efficiency.
  • Fosters a culture of employee development and retention, focusing on recognizing and nurturing talent within the team.
  • Conducts regular training sessions and one-on-one meetings to discuss employee satisfaction, goal progress, and any potential challenges.

Additional Responsibilities

Engages with clients, colleagues, vendors, and external stakeholders to ensure seamless communication and service delivery.

Maintains an up-to-date understanding of customer service metrics and trends to promote a culture of continuous improvement.

Job Requirements

Qualifications:

  • Bachelor's degree in Business Administration, Management Information Systems, or a related discipline, or equivalent experience.
  • A minimum of seven years of leadership experience in a customer service or call center environment, preferably within the financial services sector.
  • Demonstrated ability to enhance employee engagement in a dynamic setting while effectively managing and developing team members.
  • Professional certification in Help Desk Management or similar qualifications is preferred.
  • ITIL certification is advantageous.
  • Exceptional organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Work Environment

This position is typically situated in an open office layout, conducive to collaboration and communication.

Physical Requirements

Role involves periods of standing, walking, and the use of computer equipment. Additional physical activities may include talking, hearing, and occasional lifting of items up to 10 pounds.

Equal Opportunity Employment

Farm Credit Financial Partners, Inc. is committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of age, race, color, national origin, sex, gender, religion, pregnancy, marital status, veteran status, sexual orientation, gender identity, disability, or any other characteristic protected by law.



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