The Sr. Client Services Manager will serve as the primary point of contact for the Client and is responsible for the successful and profitable operation of all programs assigned including management of Client expectations and goals as stated in the SOW.
Responsibilities: Meets client and company objectivesServes as point of contact for all client concernsEnsures that financial targets are achievedProactively partner with clients to deliver cost effective, value added, quality solutionsStrong contributor to the senior management team in developing operating strategy, overall profitability and ensuring process improvements for the business unit.Ensure that client needs are met in a way that improves customer satisfaction and increases profitabilityManages the accurate compilation and distribution of information and reports to identified stakeholders.Identifies and implements continuous improvement initiatives.Provide and implements real time solutions to the business that result in increased productivity/efficiency.Work with BU heads to achieve the overall objective of the BusinessPerforms other related duties and assignments as required and as assigned by the VP of Client Services.Requirements: Bachelor's DegreeAt least 5 years of experience with Client Services Management (Preferably from BPO space)Excellent track record in program management involving multiple teams, multiple products, and multiple services areas.Strong operations backgroundExtensive experience in Customer Service and understanding of BPO operationsExcellent organization skills and ability to manage multiple and changing prioritiesExcellent interpersonal and customer interaction skills to include communications, presentation and conflict resolution skills.Ability to present to high-level client contactsKnowledgeable of changing technologyExemplary communication skills and strong business acumen to understand the business strategies
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