As an Operations Manager within our Client Support team, this individual will oversee a team of Support Analysts who are responsible for responding to and resolving customer inquiries involving MRI Software modules. Management of the team will include measuring the performance of Analysts against established benchmarks, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Analyst performance. Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.

Responsibilities

• Manage the performance of team against all established Client Support benchmarks and metrics.
• Monitor phone and e-case queues to ensure calls are not being abandoned and all cases are responded to within established SLAs.
• Provide coaching and constructive feedback to improve perform...