We are looking for a Manager within our Support group to join our team! We are seeking someone with the following skills and experience-

Administrative: 

Direct Reports: 3-15 agents 

Reports to: Client Support Sr. Manager/Director/Sr. Director 

Salaried 

Requirements: 

2-4 years of experience in Client Support (or comparable experience) 

1+ years of successful direct supervisory experience 

Ability to lead departmental projects 

Responsibilities 

Direct management of agents & leads, including: 

Approving timecards & PTO 

Completing and delivering performance reviews 

1:1s 

Team meetings 

Monitoring and reviewing casework 

Ensuring all departmental KPIs, team goals, and SLAs are being met 

Agent coaching, including direct reports and other members of the larger Support team 

Participates in recruiting process as hiring manager, interviewing candidates and participating in the decision-making process 

Taking ownership of case escalations, including all client and internal communication 

Departmental project work, both as a contributor and project manager 

Ability to take ownership of internal projects, initiatives, and client issues and drive them to completion. This may include securing cross-departmental participation as needed 

Delegation of team initiatives to direct reports 

Identifying, communicating, and addressing potential process improvement opportunities within the team 

Candidate Profile 

Excellent existing Client Support skills 

Approachable, with strong coaching skills 

Strong communicator, with clients, peers, and leadership 

Positive role model for their peers and direct reports 

Proactively takes initiative – identifies opportunities to contribute as an organizational leader 

Active participant in team & departmental meetings 

Cultural Fit 

Acts with integrity, honesty, tolerance and inclusion 

Action-oriented and responsive. Takes initiative and follows through with efficiency. Keeps commitments with enthusiasm 

Constantly strives to amaze and be the best in everything s/he does 

Embraces change and knows how to celebrate wins and enjoy the journey 

We’re obsessed with making this the best job you’ve ever had!  

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:  

Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group 

Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit 

Invest in our competitive 401k plan and help set you up for your future 

Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s) 

Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 15 hours of ‘Flexi’ time a year 

Further your professional development and growth with our generous Tuition Reimbursement offerings  

Enjoy the flexibility of working from anywhere in the world for two weeks out of the year 

At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move!