1 month ago

Job Summary

We’re looking for bright minds, creative influencers, and status-quo challengers that need a platform for their ideas to shine. A forum where they can speak their truth. Where they can be authentic. Where integrity is part of the organization’s DNA. Where there’s a safe space for them to be heard. Where ideas can transcend all boundaries. Where they are respected, beyond labels. Your Footprint as a Client Services Manager Will Be… To engage and liaise with operational and functional resources delivering client programs, be the single point of contact for the client, vendor management office, Sales and Strategic account managers, and others to drive improvements and satisfy client needs. In this role, you will create action plans to improve and maintain your department’s KPIs, plan, train, create recruitment profiles, and develop client processes to be adapted internally. You will also analyze and share best practices, creating consistency between sites/regions, and focus on innovation when implementing new process maps.

  • Minimum Qualification:Degree
  • Experience Level:Senior level
  • Experience Length:5 years

Job Description/Requirements

As a Client Services Manager, You Will…

  • Be the on-site and remote support for operations & all related activities (training, QA, IT, reporting)
  • Support efforts to promote and implement Innovation or Optimization
  • Performance follow-up for appropriate client programs
  • Anticipate client operational, strategical, and commercial needs by proactively assessing, clarifying, and validating requirements on an ongoing basis – working with SAM and local AM.
  • Timely and accurate submission of all CSM activity reports and metrics in support of client and company requirements
  • Escalate issues to internal management and client promptly as necessary
  • Coordinate company resources among multiple departments and individuals to meet operational performance objectives and to ensure prompt problem resolution
  • Support preparation, presentation, and attendance at client meetings (WBR, SBR, mid-year review, and ad-hoc)
  • Be the primary point of contact for SAM or local AM on weekly operations
  • Ensure client communication and internal process application consistency for all sites through standardization of best practices, best practices sharing, and client negotiation.
  • Coordinate communication for all sites to meet clients’ expectations and achieve performance targets.
  • Document and share best practices with other Company CSMs as appropriate


What Will You Need to Succeed?

  • Four-year college degree or equivalent
  • 5+ years of experience in call center management
  • COPC registered coordinator preferred
  • Six sigma preferred
  • English skills: C1 or native speaker
  • Other languages appreciated
  • Office applications: Word, Excel, and PowerPoint

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