Manager, Contact Center - Orlando, FL

The Manager, Client Support is directly responsible and accountable for the performance, coaching, development, and daily exe cution of a frontline Client Support team. This role assumes direct ownership of functions previously handled through Team Lead coverage, including queue management, case assignment, escalation follow-up, individual coaching, customer satisfaction concerns, and team accountability. The Manager ensures client needs are handled efficiently and effectively, team members meet defined service and quality expectations, and support operations align to scorecard, SLA, workflow, and customer experience goals.

Essential Duties & Responsibilities

Frontline Team Leadership and Accountability : Directly manage frontline Client Support employees, including regular one-on-ones, performance expectations, coaching, corrective action, career development, and daily accountability for service execution.