DebtBlue · 16 hours ago
Call Center Client Success Manager
Richardson, TX
Full-time
Onsite
Mid, Senior Level
2+ years expDebtBlue, LLC is a fast-growing debt settlement organization committed to helping individuals and families regain financial stability. They are seeking a motivated and experienced Call Center Client Success Manager to lead their Client Success Department, focusing on service excellence and operational efficiency while improving client satisfaction.
Debt CollectionsFinanceFinancial Services
Responsibilities
Recruit, mentor, coach, and develop Client Success Specialists while fostering a culture of accountability, engagement, and continuous improvement
Analyze, compile, and present call center performance data; ensure accuracy of reporting and database integrity
Develop and manage training plans, meeting agendas, and onboarding programs critical to departmental success
Plan, prioritize, and delegate workflow to ensure operational efficiency and service-level adherence
Support specialists during complex or escalated client interactions; resolve issues beyond frontline authority
Develop and execute strategies to meet or exceed departmental KPIs
Design and implement client satisfaction surveys and scoring methodologies to drive service improvements
Monitor team performance and service levels; implement corrective action plans when necessary
Review client accounts to identify improvement opportunities and provide procedural guidance to staff
Create, maintain, and enforce departmental documentation, SOPs, and compliance standards
Conduct monthly one-on-one coaching sessions with direct reports
Ensure timely resolution of escalated internal and external client matters
Collaborate with cross-functional leaders to improve overall client success and retention
Ensure accurate and timely completion of employee timecards
Perform additional duties as assigned to support department operations
Qualification
Required
2-5 years of experience in a call center management role
2-5 years of experience in a call center environment
Strong knowledge of people management, performance metrics, and operational best practices
Demonstrated analytical, decision-making, and problem-solving skills
Advanced organizational and time-management abilities
Proficiency in Microsoft Office, SharePoint, CRM/client service platforms, and reporting tools
Excellent written and verbal communication skills
Preferred
Bachelor's degree in Business Administration or a related field
Bilingual (Spanish)
Benefits
Career development and advancement opportunities
Company
DebtBlue
Backed by more than 20 years of experience, the DebtBlue team is committed to helping individuals and families get back on their feet financially.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase