Client Services Manager

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Requisition ID: 129195
Job Category: Client Services
Location: United States-Georgia-Kennesaw-2120 Barrett Park Drive Kennesaw 30144
Posted Date: 2/19/2018 8:58:41 PM
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Performs difficult supervisory work overseeing daily aspects of a client program (s) at a call center. In some instances, this position may report directly to a Senior Client Services Manager or Director, based on the account and client needs. Provide quality service and assistance to clients through management of business relationships with the Client.  Responsible for ensuring standards and goals are met through monitoring the work processes of assigned department staff. Develop and maintain excellent Client relationships.


• Provide functional management of tele services program (s) ensuring Client retention, satisfaction and growth of existing Accounts. 
• Coordinate, monitor, and track deliverables to ensure legendary service delivery to the Client Company (s). 
• Serves as one of the points of contact for client and act as client advocate.
• Build and maintain positive relationships with clients and all internal departments to deliver service as outlined in the program objectives.
• Offers solutions to enhance Client performance expand the services provided and grow account revenue.
• Works with Operations to document business requirements, KPIs/metrics and program set-up features to meet client's specifications.
• Conduct daily/regular internal meetings to review Teleservices performance.
• Participate in call monitoring/calibration sessions.
• Partner with Operations to develop staffing needs and weekly, monthly, quarterly schedule.
• Identify and communicate processes to continually enhance the quality of services to clients as well as improvements to productivity and business/client financial goals.
• Prepare and review client invoices for accuracy and assure billing accuracy/integrity.
• Assist in the management of internal financial forecasting requirements for their individual program(s) or in support of other Team Members.
• Work with Client Services management to handle any concerns, problems, and/or objections the client may have relating to the planned program and the associated business objectives.
• Ensure timely delivery of accurate client activity reports.
• Conduct regular Client Satisfaction Surveys and evaluations (informal and formal).
• Manage startup of new program campaigns or expansion of client work.
• Implements best practice methodology to ensure team is following the most effective business operations approaches
• Involved in the negotiations of contract terms for Client relationships.
• Communicates and participates in daily Monthly and Quarterly business review sessions with Clients.


• May be called upon to suggest balances of resources across functional departments to meet client specifications and internal financial goals.
• May be called upon to facilitate, coordinate and manage the development and implementation of the client program acting as one of the primary contacts to the client and all interacting internal development.
• May be asked to participate in Client entertainment and business travel (to client sites) on regular basis for client meetings and operational reviews.
• May be called upon to develops and maintain relationship as a point of Client contact for internal and external information. 


Minimum Education and Experience:
• Bachelor’s degree from an accredited university or college with major course work in business,
marketing, communications, retail management, a related field
• Considerable experience in tele services operations environment
• Some experience in project management/client management and familiarity with contact center technology solutions/applications.

Knowledge, Skills and Abilities:
• Excellent interpersonal, written and oral communications and organizational skills.
• Taking initiative with a high sense of urgency is a must
• Direct marketing knowledge desired.
• Project management skills with ability to manage numerous programs requiring extreme attention to detail.
• Flexibility and versatility in problem analysis and resolution.
• Ability to travel domestically
• Willing to work overtime

Work Environment:
• Constant sedentary work performed in a climate-controlled call center environment
• Occasional travel and work outside of normal working conditions may be required.

Physical Demands:
• Must be able to work in a call center environment

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
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