VP of Client Services - Call Centers Surrex
THIS JOB HAS EXPIRED Job TypeFull-Time Regular
Builds strategic partnerships with Clients to support customer needs. Manages client relationships by functioning as an extension of the client?s business team. Manages key service initiatives for client including but not limited to increased efficiencies, more expedient processes and overall better client and/or consumer experience.
Manage the internal financial forecasting requirements and be responsible for meeting corporate profitability goals.
Manage contract administration for Client relationships.
Coordinate/balance resources across functional departments to meet Client specifications and internal financial goals (departments including: IT, HR, Training and Quality, Operations, MIS, Finance and Legal).
Identify and communicate processes to continually enhance the quality of services to Clients as well as improvements to productivity and business/Client financial goals.
Conduct Monthly and Quarterly business review sessions with Clients.
Develops strategic initiatives that provide value and increase customer satisfaction.
Responsible for implementing client programs and improving performance metrics.
Assesses and determines QA and Training needs, and procedural updates.
Collaborates with Operations, and Recruiting to prioritize delivery and assure standardization, communication, calibration, and consistency.
Manages Client expectations.
Liaises with internal department partners to ensure that Client Requirements are met.
Ensures proper Staffing and Service Levels for global operations.
Conducts regular and ad hoc analysis of business opportunities. Develops recommendations and solutions resulting from analysis.
Directly involved in new LOB development providing leadership throughout sales cycle in developing solutions, RFP responses, pricing, contract negotiations, and SLA creation. Partners with global operations teams on service delivery strategy and growth of clients. Actively participates in client retention and contract renewal processes. Has direct accountability for contract renewal.
Manages Client Services Team.
Responsible for domestic, near-shore, and off-shore service delivery and overall client satisfaction, including performance review and performance management process.
Manages top line revenue, performance and growth objectives along with client P&L. Actively participates in revenue forecasting and P&L management processes.
Bachelor?s Degree required; Masters Degree preferred.
Knowledge, Skills and Abilities
5+ years of experience as Client Services Director or above in a BPO call center environment, including staff and program management.
Proven leadership and developmental skills including the ability to influence and manage peers, subordinates and clients.
Proven knowledge and understanding of call center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, and the unique demands of frontline staff.
Task- and deadline-oriented team player, with proven problem resolution skills and a high attention to detail.
Demonstrated experience in communicating effectively with all levels of management and representatives.
Excellent judgment and decision making skills.
Flexibility and versatility in problem analysis and resolution.
Ability to adapt with great efficiency in a dynamic environment.
Proficient with Microsoft office applications.
Prefer 7-10 years in teleservices operations environment with a minimum of 3 years in Project Management/Client Management.
Prefer 3 years in managing program financials in an- outsourced environment or equivalent P&L management experience.
Extensive travel required.
||Canton, OH |
THIS JOB HAS EXPIRED