Customer Success Manager

Wipro - Tampa, FL

Full-time - Mid Level

Tampa, FL

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager is responsible for overseeing the day-to-day operations of the Call Center Department, ensuring high levels of service for both internal and external customers. This role involves managing a client care group, planning and evaluating team performance, and ensuring compliance with service level agreements and regulatory requirements.

Responsibilities

• Overall responsibility of call center team to meet production and quality goals.
• Ensure the team is within regulatory turnaround times and client contract requirements.
• Adjust available staffing to meet needs due to absences and vacations.
• Monitor backlogs and report key metrics to the carrier.
• Maintain a close relationship with the carrier to identify and implement new procedures and processes.
• Participate in team meetings, staff meetings, and conference calls with client contacts.
• Maintain client relationships, address concerns, and escalate issues as needed.
• Encourage, coach, and motivate all team members.
• Develop strategies to meet expected goals and achieve results.
• Utilize all available resources to expedite completion of tasks.
• Monitor and evaluate operational performance and recommend improvements.

Requirements

• Minimum 5-7 years direct call center management experience in related field.
• Effective supervisory skills: planning, organizing, monitoring, and coaching.
• Specialized knowledge of call center operations.
• Proficiency in leadership and team coordination.
• Ability to assign tasks, supervise, mentor, and complete timely performance evaluations.
• Strong understanding of customer needs and service quality.
• Excellent time management and organizational skills.

Nice-to-haves

• Bachelor's degree preferred.
• High aptitude for working with numbers.
• Strong computer knowledge, familiar with Microsoft Office.