Lead call center operations for complex clients and major projects
Serve as primary contact for client events and strategic initiatives
Drive change and performance within Customer Care
Partner with CC Team Manager to ensure operational excellence
Manage large and complex client portfolios
Ensure delivery aligned with revenue, size, and domain goals
Serve as primary escalation point for complex client issues
Maintain accountability for both client and internal perceptions of service delivery
Shape team culture, fostering engagement and operational excellence
Support decision making across Colleague, Client, and Finance pillars
Act as a subject matter expert within Customer Care and adjacent domains
Identify and lead continuous improvement initiatives and best practice adoption
Represent client and customer requirements in strategic projects, panels, and cross-functional initiatives
Lead planning and coordination for special client events
Build partnerships with colleagues, stakeholders, and clients
Apply financial acumen to support organizational success
Manage stakeholder perceptions and ensure alignment across teams

Bachelor’s degree or equivalent experience
Minimum of 5 years of call center management and leadership experience
Expertise across multiple service domains (e.g., CC, DC, DB, HW, HR, Payroll)
Extensive understanding of the Customer Care delivery model and industry’s best practices
Vast knowledge of client requirements, systems, and end-to-end process flows
Regulatory and legislative knowledge across multiple service areas
Understanding of plan operations and domain functions
Experience with call center operations management
Minimum of 5 years of people management experience

Senior Client Manager – Customer Care

Key skills