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Added 11 mins ago
Account Manager / Specialty Account Manager - IgG4 (Rare Disease) - Allentown, PA
Amgen
Allentown, PA
Account Manager/Specialty Account Manager, IgG4-RD
Added 11 mins ago
Specialist Lead, Government Client Contracts Management (DSJ)
Deloitte
Pittsburgh, PA · Mechanicsburg, PA
As a Specialist Lead, Government Client Contracts Management on the Enterprise Contract Management & Operations team, you will be responsible for...
Added 11 mins ago
Specialist, Client Account Management (Northeast)
Deloitte
Mechanicsburg, PA · Pittsburgh, PA
We're looking for an autonomous self-starter with outstanding organizational and program management skills - a strategic thinker who's also a natural collaborator. As a Client Account…
Added 11 mins ago
Specialist Manager, Government Client Contracts Management (DHS)
Deloitte
Pittsburgh, PA · Mechanicsburg, PA
The Specialist Manager, Government Client Contracts Management supports strategic federal contract administration activities across complex, high-value engagements that directly affect…
Added 11 mins ago
Specialist Manager, Government Client Contracts Management (Civil)
Deloitte
Pittsburgh, PA · Mechanicsburg, PA
The Specialist Manager, Government Client Contracts Management supports strategic federal contract administration activities across complex, high-value engagements that directly affect…
Added 11 mins ago
Technical Accounting Manager, Controllership
Deloitte
Pittsburgh, PA · Mechanicsburg, PA
Deloitte is seeking an experienced Technical Accounting Manager within the Chief Accounting Officer organization's Financial Reporting function. This role provides guidance on complex,…
Added 11 mins ago
ConvergeProsperity - Product Forward Deployed Engineer, BankingSuite (Manager) - Products & Platforms
Deloitte
Philadelphia, PA · Pittsburgh, PA
We are looking for a highly skilled and client-facing Forward Deployed Engineer (FDE) to sit at the intersection of engineering excellence and customer partnership. In this role, you will…
Added 11 mins ago
Specialist Lead, Government Client Contracts Management (Fed Health)
Deloitte
Pittsburgh, PA · Mechanicsburg, PA · Philadelphia, PA
As a Specialist Lead, Government Client Contracts Management on the Enterprise Contract Management & Operations team, you will be responsible for...
Added 11 mins ago
Finance Managed Services Manager - Controllership & Record-to-Report | Financial Services Industry
Deloitte
Philadelphia, PA
As a Manager, Solution Delivery in our Finance Operate practice, you will help grow our Controllership / Record-to-Report managed services offering in the Financial Services Industry.…
Added 11 mins ago
Finance Managed Services Manager - Controllership & Record-to-Report | Life Sciences & Healthcare Industry
Deloitte
Philadelphia, PA
As a Manager, Solution Delivery in our Finance Operate practice, you will help grow our Controllership / Record-to-Report managed services offering in the Life Sciences & Health Care…
Added 11 mins ago
Finance Managed Services Manager - Controllership & Record-to-Report | Technology, Media, & Telecom Industry
Deloitte
Philadelphia, PA
As a Manager, Solution Delivery in our Finance Operate practice, you will help grow our Controllership / Record-to-Report managed services offering in the Technology, Media & Telecom…
Added 11 mins ago
Finance Managed Services Manager - Controllership & Record-to-Report | Energy, Resources & Industrials Industry
Deloitte
Philadelphia, PA
As a Manager, Solution Delivery in our Finance Operate practice, you will help grow our Controllership / Record-to-Report managed services offering in the Energy, Resources & Industrials…
Added 11 mins ago
Finance Managed Services Manager - Controllership & Record-to-Report | Consumer Industry
Deloitte
Philadelphia, PA
As a Manager, Solution Delivery in our Finance Operate practice, you will help grow our Controllership / Record-to-Report managed services offering in the Consumer Industry. You'll shape…
Added 11 mins ago
Life Sciences Experience Design Strategy Manager
Deloitte
Philadelphia, PA · Pittsburgh, PA
The Experience Design Strategy Manager is a client-facing consulting leader who delivers experience design strategy engagements for Life Sciences clients. This role combines experience…
Added 11 mins ago
Health Actuary Consulting Manager
Deloitte
Pittsburgh, PA · Philadelphia, PA
…challenges across the healthcare ecosystem. As an Actuarial Manager, you will apply actuarial, strategic, and analytical experience to help clients evaluate business issues, improve…
Added 11 mins ago
ConvergeProsperity - Lead Product Forward Deployed Engineer for FSI Signals - Products & Platforms
Deloitte
Philadelphia, PA · Pittsburgh, PA
…opportunities, and deliver work by managing scope, timeline, and client outcomes. You'll be expected to be equally comfortable pitching and demoing to a C-suite leader as you are working…
Added 11 mins ago
ConvergeHEALTH Life Sciences - Product Management & Strategy Manager - Products & Platforms
Deloitte
Pittsburgh, PA · Philadelphia, PA
As a Product Manager for Market Access AI, you will shape the strategic direction of a next-generation market access platform that is transforming how pharmaceutical and biotech commercial…
Added 11 mins ago
Senior Manager, Finance Managed Services - Controllership & Record-to-Report | Consumer Industry
Deloitte
Philadelphia, PA
As a Senior Manager, Solution Delivery in our Finance Operate practice, you will lead the growth of our Controllership / Record-to-Report managed services offering in the Consumer Industry.…
Added 11 mins ago
Specialist Manager, Government Client Contracts Management (DIB EDGE)
Deloitte
Pittsburgh, PA · Philadelphia, PA · Mechanicsburg, PA
The Specialist Manager, Government Client Contracts Management supports strategic federal contract administration activities across complex, high-value engagements that directly affect…
Added 11 mins ago
Technical Maximo Manager - Real Estate Technology
Deloitte
Pittsburgh, PA · Philadelphia, PA
As a Manager on the Real Estate Technology team you will:
Added 11 mins ago
Zora AI - Product Manager, Sourcing & Procurement-Senior Consultant- Products & Platforms
Deloitte
Philadelphia, PA · Pittsburgh, PA
As a Senior Consultant Product Manager focused on Sourcing & Procurement, you own the delivery of an agentic product area within the procurement portfolio end-to-end at the feature and…
Added 11 mins ago
Senior Event Manager - DoubleTree by Hilton Philadelphia Center City
Hilton
Philadelphia, PA
…what you’ll do every time you come to work! As a Senior Event Manager, you will oversee all aspects of planning and executing complex events while serving as a trusted partner to clients…
Added 11 mins ago
ServiceNow - Moveworks Consulting Manager
Deloitte
Pittsburgh, PA · Philadelphia, PA
As a Manager, Functional Transformation on the Moveworks team, you will be responsible for leading AI-powered employee experience engagements across implementation, expansion, and…
Added 11 mins ago
Signals for FSI - Product Forward Deployed Engineer - Innovation_Delivery_Transformation
Deloitte
Philadelphia, PA · Pittsburgh, PA
…opportunities, and deliver work by managing scope, timeline, and client outcomes. You'll be expected to be equally comfortable pitching and demoing to a C-suite leader as you are working…
Added 11 mins ago
Lead Product Manager, BankingSuite - Products & Platforms
Deloitte
Pittsburgh, PA · Philadelphia, PA
…product development and delivery to market. You will ensure that client feedback and market trends shape the roadmap and meet the overall product strategy long…

InCharge

Supervisor of Client Experience

Remote, United States

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Job details

Posting language: English
Posted: Oct 29, 2026

Original job description

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Description

This role requires candidate to reside in Orlando Fl or willing to relocate prior to start date

The Supervisor, Client Experience reports to the Manager of Client Experience & Trust Accounting and leads the day-to-day operations of the Client Experience team. This role is accountable for frontline service delivery, employee development, client retention, operational productivity, quality, and compliance. The Supervisor coaches Client Experience Specialists, resolves complex client concerns, monitors performance, and ensures timely and accurate completion of service workflows. Working closely with the Manager, this leader identifies process improvements and reinforces a consistent, client-centered service experience.

Requirements

Team Leadership & Development

Frontline Leadership: Lead, mentor, and motivate Client Experience Specialists; provide daily guidance, remove barriers, and reinforce clear expectations.

Coaching & Accountability: Conduct regular one-on-one coaching, performance discussions, and team meetings; document feedback and follow through on action plans.

Employee Development: Identify skill gaps, reinforce training, support onboarding, and build employee capabilities through ongoing development.

Client-Centric Culture: Model empathetic problem-solving, professionalism, accountability, and commitment to client success.

Operational Excellence & Workflow Execution

Daily Operations: Manage service queues, case assignments, client messages, and staffing coverage to meet service expectations and workflow deadlines.

Escalation Management: Serve as a primary resource for complex client concerns and assist-line escalations; guide timely and appropriate resolution.

Client Retention & Education: Coach the team on explaining debt management program requirements, addressing concerns, and supporting long-term client engagement.

Workflow Accuracy: Ensure accurate CRM documentation, task completion, case follow-up, and adherence to established procedures.

Process Improvement: Identify service bottlenecks and recurring errors; recommend improvements and implement approved workflow changes with the Manager.

Hands-On Support: Assist with client service calls and queues as operational needs require.

Performance Management, Quality & Compliance

KPI Execution: Monitor individual and team productivity, response times, service levels, quality results, and retention performance; address gaps promptly. Reporting & Insights: Use CRM dashboards and operational reports to identify trends, communicate risks, and recommend corrective action to the Manager.

Quality Assurance: Review call recordings, client interactions, and case documentation; provide timely, specific coaching aligned with quality standards.

Policy & Regulatory Adherence: Reinforce compliance with organizational policies, applicable regulations, client privacy requirements, and documentation standards.

Administrative & HR Management

Workforce Administration: Manage attendance records, timecard corrections, schedule coordination, and other assigned employee administration.

Documentation & Employee Relations: Maintain accurate coaching, performance, and disciplinary records; partner with the Manager and HR on employee matters.

Hiring & Onboarding: Participate in candidate interviews, selection, new-hire training, and onboarding to support team readiness.

Required:

5-10 years of customer service experience, preferably in a call center or client servicing environment.

2-5 years of supervisor, team lead, or people management experience.

Demonstrated ability to coach employees, manage performance, and deliver measurable team results.

Experience with call center technology, CRM systems, quality monitoring, and operational reporting.

Strong conflict resolution, decision-making, analytical, and problem-solving skills.

Ability to manage competing priorities, service queues, escalations, and time-sensitive work.

Strong written and verbal communication, documentation, collaboration, and organizational skills.

Proficiency with Microsoft Office, web-based systems, and multitasking across applications.

Dedicated home office space with reliable high-speed internet service.

Flexibility to work nights, weekends, or holidays when business needs require.

Preferred:

5+ years of supervisor, team lead, or management experience in a call center environment.

Experience in credit counseling, debt management programs, or financial services client support.

Oral and written fluency in Spanish a plus.

Required:

High school diploma or equivalent combination of education and experience.

4-year degree or equivalent combination of education and relevant professional experience.

Salary Description

62400

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More about this job

Skills

Team leadership
Onboarding
Workflow
Documentation
Process improvement
Performance management
Regulatory compliance
Reporting
Quality assurance
Coaching
Human resource management
Employee relations
Customer service
Coach employees
Conflict resolution
Decision making
Problem solving
Communication skills
Collaboration
Organizational skills
Microsoft Office
Multitasking
Counselling

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