Client Support Manager

About Office Ally

Office Ally has transformed healthcare administration from a clearinghouse simplifying insurance claims to a comprehensive healthcare technology firm providing cloud-based revenue cycle management solutions. Our offerings include eligibility verification, claims management, revenue recovery, and payment processing, empowering healthcare providers to focus on patient care.

In April 2026, we expanded by acquiring Jopari Solutions, Inc, enhancing our electronic claims processing and payment solutions across Property & Casualty, Commercial, and Government healthcare sectors, thus strengthening capabilities in claims, payments, and data exchange.

Our culture is founded on four principles: ownership in delivering results, empowerment through autonomy, commitment to innovation, and transparent communication fostering trust both internally and externally.

Role Overview

The Client Support Manager will lead and oversee the call center’s daily operations through multi-layered leadership, supervising supervisors who manage Team Leads and agents. This position focuses on leadership development, operational efficiency, and delivering top-tier customer satisfaction.

Key Responsibilities

• Supervise and mentor call center supervisors by providing coaching and performance feedback.
• Enhance supervisory leadership skills including communication, coaching, accountability, and conflict resolution.
• Support succession planning by identifying future leadership candidates among supervisors.
• Assist in resolving escalated personnel issues and team conflicts.
• Monitor daily call center operations covering call flow, staffing, scheduling, and adherence to policies.
• Handle complex customer escalations and support supervisors in customer issue resolution.
• Collaborate with Workforce Management to align staffing with demand forecasts.
• Implement process improvements to optimize workflows and reduce call handling times.
• Lead initiatives to improve customer satisfaction using feedback and performance data.
• Oversee call quality programs ensuring professional and empathetic service delivery.
• Equip supervisors and Team Leads with coaching tools for maintaining service standards.
• Set performance expectations for supervisors, cascading into KPIs for teams.
• Track and analyze performance trends, working with supervisors to address gaps.
• Use data and analytics to guide staffing, training, quality control, and operations decisions.
• Manage change initiatives including new technology and policy adoption across leadership.
• Directly supervise call center supervisors and indirectly oversee front-line agents.

Required Qualifications

• Minimum of 3 years’ leadership experience in call center or customer service environments or equivalent education and experience.
• Strong skills with call center software, analytics platforms, and relevant tools.
• Ability to analyze performance metrics to improve team results.
• Demonstrated aptitude in leadership, coaching, and communications.
• Effective problem solving and conflict resolution capabilities.
• Capacity to manage multiple priorities and guide teams through change.

Preferred Qualifications

• Prior experience managing supervisors or team leads in layered leadership structures.

Travel and Compensation

• Up to 5% travel required, mainly for client meetings, team events, or company gatherings, generally scheduled in advance.
• Salary range between $75,000 and $85,000 annually, subject to skills, experience, and location.
• Additional compensation may include performance bonuses and comprehensive benefits such as medical, dental, vision, 401(k) with company match, and paid time off.

Equal Opportunity and Culture

Office Ally is committed to equal opportunity and does not discriminate on any protected attributes. Joining Office Ally means contributing directly to healthcare providers' success in delivering excellent patient care through innovative, supportive work culture.