Top 8 Customer support & client services managers Jobs in Washington, Mo

WFM Lead, NA Contact Center
Chubb —O'Fallon, MO
- Full-time
- Microsoft Excel
- 5 years
- Finance
Sr. Director, Client & Delivery Excellence
EVERSANA —Chesterfield, MO
- $152,440 - $206,000 a year
- Full-time
- Remote
- Office
- Bachelor's degree
- Travel
Quick Apply
Consumer Services Manager
HKD GLOBAL INC —Washington, MO
- Full-time
- Microsoft Excel
- Management
- Heavy lifting
- Paid holidays
- Health insurance
Quick Apply
Associate Director, Client & Delivery Excellence
EVERSANA —Chesterfield, MO
- $105,575 - $124,115 a year
- Full-time
- Remote
- Sales
- 5 years
- Pass drug screening
Quick Apply
21h
Customer Services Manager
The Maids of St. Charles County —O'Fallon, MO
- From $48,000 a year
- Full-time
- Background check
- Spanish
- Mid-level
- Paid holidays
- Health insurance
Quick Apply
8d
Customer Success Supervisor - MO
Primero Games —O'Fallon, MO
- From $23 an hour
- Full-time
- Microsoft Excel
- Customer service
- Mid-level
- Health savings account
- Health insurance
Quick Apply
22h

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Customer Service Representative Lead - New Albany
WesBanco Bank, Inc. —Columbus, OH
Charged with maintaining appropriate levels of cash as assigned by the Bank through ordering and shipping of money. Expected to perform the duties of a CSR.
13d
Customer Service Supervisor
DHL —Canal Winchester, OH
Evaluate performance variances to identify root cause, develop corrective action plan for review with manager and implement approved action plans.
$60,000 - $90,000 a year
Quick Apply
6d

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WFM Lead, NA Contact Center

Chubb -
O'Fallon, MO

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Job Details

Full-time

Qualifications

Microsoft Excel
Team leadership
Call center experience
Key Performance Indicators
Bachelor's degree
Headcount forecasting
Presentation creation
Productivity software
Capacity planning
Workforce management
Stakeholder management

Full Job Description

Chubb's North America Contact Center Shared Services group directly supports insurance operations programs impacting both Clients and Agents across Chubb’s North America business divisions. The group is primarily responsible for enabling key initiatives across various departments with a focus on delivering first class customer experience and exceptional operational service. Additional responsibilities include enabling, advising, and assisting operations reporting and analytics teams when to utilize contact center data to drive efficiencies, improve customer experience, and consistently monitor performance, as well as the management of large-scale technology and operational projects involving the Contact Center platform. The team collaborates with Business, Technology and Trading Partner stakeholders to define, analyze, and deliver strategic Technology and Operational processes.

Job Description:

North America Contact Center Shared Services is seeking a Workforce Management Lead, serving as the primary subject matter expert for WFM strategy, tooling, and operational excellence and day-to-day leadership. This role reports to the AVP, Data & Workforce Analytics Manager and is an individual contributor position. In this role you will drive cross-functional partnerships, lead complex capacity planning and forecasting initiatives, and establish best practices that elevate the performance of the broader WFM team.

Key Responsibilities:

Serve as the day-to-day functional lead for tenured WFM Analysts, providing direction, feedback, task prioritization, and quality oversight.
Foster a culture of open communication, collaboration, accountability, continuous improvement, and data-driven decision-making.
Serve as the WFM subject matter expert across multiple lines of business; lead stakeholder partnerships and represent WFM in senior-level discussions and cross-functional forums.
Partner with AVP, Data & Workforce Analytics Manager to create detailed WFM procedures, best practices, identify and lead initiatives to streamline workforce processes, enhancements, and improve operational efficiency.
Own and manage WFM key metrics such as volume and capacity forecast accuracy, schedule efficiency, productivity, etc.
Works closely with management and other stakeholders to understand staffing requirements and deploy analytical techniques to create optimized schedules that balances business needs with employee preferences.
Translate forecasts into staffing models and capacity plans that align headcount with service level targets.
Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes.

Required:

Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field.
5+ years of workforce management experience in a contact center environment.
Strong knowledge of Workforce Management practices including managing omnichannel environments (voice, chat, email, and/or back-office queues).
Strong written and verbal communication skills with the ability to present complex data and strategies to executive leadership.
Proficient in Microsoft Office, especially Excel and PowerPoint.
Very strong analytical skills, with emphasis on forecasting
Experienced in complex problem-solving, judgment, critical thinking and decision-making
Strong planning, time management and organizational skills
Strong understanding of key contact center performance metrics, such as service level, AHT, adherence, etc.

Strongly Preferred:

Experience utilizing Workforce Management software, specifically NICE CXone.

A Plus:

Exposure to automation or advanced forecasting analytics (Python, R, or similar).
Exposure to AI-enabled tools or emerging technologies that support workforce optimization, analytics, or process improvement.

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.

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customer support & client services managers jobs in washington, mo

WFM Lead, NA Contact Center

Sr. Director, Client & Delivery Excellence

Consumer Services Manager

Associate Director, Client & Delivery Excellence

Customer Services Manager

Customer Success Supervisor - MO

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