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Call Center - Client Services Manager
Code: CC-CS-Mgr |
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| Job Description: |
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| The Call Center Client Services Manager is a client facing service readiness manager and is responsible for driving planning and client communication. This position is the face and voice of the internal client groups. He/she is responsible for upstream phases of service readiness and change management associated with product, program, policy and process launches, updates, and changes. This position will report directly to the Call Center Client Services Director. |
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| Job Responsibilities: |
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Present organizational strategies and operational performance to Call Center Client Services Director |
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Elicit and document client business requirements and ensure the operationalizing of those requirements |
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Define, design and deliver client communication plan |
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Eliminate systemic client dissatisifers and handle client escalations |
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Develop monthly client newsletter |
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Work with various management staff, cross-divisional groups and clients to ensure that accurate and timely information, resources, processes and communications are deployed to relevant staff and business units |
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Review performance reports and documentation to determine nature and scope of reported problems and issues |
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Meet or exceed goals, milestones and timelines on specific metrics and maintain regular reports respectively |
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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 Call Center Client Services Director for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably a business- or technology-related major; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 5 years of management experience with a minimum of 3 years in successfully managing the client services department of a medium to large-scale call center |
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Proven ability to navigate and manage change and to adapt to process and environment changes |
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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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