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Call Center - Client Services Director
Code: CC-CS-Dir |
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| Job Description: |
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| The Call Center Client Services Director is a key component to the success of the client and their ability to increase our clients’ market share in the industries in which they serve. This role is vital in shoring up the existing revenue stream for their clients while exploring new opportunities with each existing client for additional campaigns and service lines. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
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| Job Responsibilities: |
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Develop program implementation best practices to ensure a timely speed to market and quality of launch for all new business initiatives |
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Build and manage relationship with clients; responsible for ensuring that all client deliverables are tracked and met in a timely manner, escalating any issues that will prevent achievement of any service level |
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Provide direction and manage performance of campaign implementation team |
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Grow and maintain revenue from existing client business |
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Deliver client expectations through sales and service activities |
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Direct and develop the department management and other staff to identify areas where process improvement and systems enhancements are necessary to ensure client and customer satisfaction |
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Interact with cross-functional management teams to implement and succeed with the campaigns |
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Monitor and escalate call center effectiveness for the campaigns supported; analyze efficiency of key campaigns with the Call Center Vice President and suggest appropriate action to be taken |
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Evaluate, manage and enhance the back office processes for all client impacting channels |
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Interact with IT to ensure scripts and databases are properly entered into the system and functioning properly |
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Track and provide summary reports to Executive Management on call volume, installation status, support tickets, client satisfaction, etc. |
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Provide call center management reports for internal and external purposes |
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Create and administer divisional capital budget and expenditures |
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Maintain a positive work environment to ensure that client satisfaction is the utmost priority |
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Continually investigate and introduce process improvement measures and present suggestions to the Call Center Vice President for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably a business- or technology-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the client services department of a large-scale call center |
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Proven ability to work independently and oversee all aspects of client campaigns & projects |
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Possess strong leadership, project management and problem analysis skills |
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Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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