Sr. Client Services Manager

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Requisition ID: 121690
Job Category: Operations
Location: United States-South Carolina-Simpsonville-356 Center Pointe Blvd. Simpsonville 29681
Posted Date: 10/31/2017 2:02:24 PM
Job Summary
This leadership position requires strong experience with client interaction, consulting, communication and presentation skills. The ability to work independently and cross-functionally to initiate and drive the program to continued success and growth. This position partners with the Client, Operations, Training, Quality, Leadership, Finance etc. to ensure the program and Alorica success. This candidate will be point of contact for any customer care related issues for assigned account(s). Additionally, this position will be responsible for Customer Experience improvement initiatives, new product launch and new policy/process/workflow change management as it related to assigned account(s).
Job Functions
% Time
 Develop and maintain relationship as single point of contact (which may involve daily Program Operations Management)
45%
 Business/Program Reporting and Analysis
20%
Manage contract adherence, administration and program requirements
20%
 Quality Assurance/Process Support
15%
Key Job Responsibilities
Including, but not limited to:
 Serves as one of the points of contact for client and act as client advocate.
 Provide functional management ensuring Client retention, satisfaction and growth of assigned Accounts
 Build and maintain positive relationships with clients and all internal departments to deliver service as outlined in the program objectives
 Coordinate, monitor, and track deliverables to ensure legendary service delivery to the Client
 Works with Operations to document business requirements, KPIs/metrics and program set-up features to meet client's specifications
 Functions as Project Manager for all open projects for account.  Audits information from other departments and acts as point of contact for project status.
 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
 Conduct regular Client Satisfaction Surveys and evaluations (informal and formal)
 Manage startup of new program campaigns or expansion of client work as required
 Implements best practice methodology to ensure team is following the most effective business operations approaches
 May be involved in the negotiations of contract terms for Client relationships.
 May communicate/participate 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
 Facilitates Change Management Request Process both internally and externally as required for assigned Account
 Leads preparation of data to the client as part of weekly/monthly/quarterly business reviews
 Manage client ad hoc requests which may require facilitation across multiple functional areas both internally and externally
 Support data analysis, research and reporting for assigned Account(s)
 Identify any changes in scope including escalation for approval as required
 Identify project and program risks and manage risk mitigation plans
 Identify resource constraints and work with management to address those constraints
 

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Other Related Duties
 May assisting in developing best practices to improve client service quality and productivity
 Utilize appropriate administrative techniques to encourage outstanding client service relationships, both internal and external, to enhance the Client Services function experience
 Work closely with other functional teams for collaboration
 Facilitate cross functional status meetings and prepare status reports
Job Requirements
Prior to changing job focus or priorities, member must confirm changes with their direct manager to ensure overall needs of client are still met and meet the requirements of the account.
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; In lieu of Bachelor’s degree, a combination of work experience and education may be considered
 Master’s Degree a Plus
 Previous experience (1 year +) in Project/Program Management type function
 Previous experience (1 year +) in Client Management
 Familiarity or experience in Contact Center Technology, Operations or Applications a Plus
 
Knowledge, Skills and Abilities:
 Ability to treat all internal/external customers and team members with dignity and respect
 Ability to stay calm under pressure
 Excellent interpersonal, written and oral communications and organizational skills
 Flexibility and versatility in problem analysis and resolution
 Strong sense of urgency to complete work quickly and accurately and ability to work independently and multi-task
Expert Microsoft Office Skills (Word, Excel, and Powerpoint)
Microsoft Project and/or Visio Experience a plus
Excellent interpersonal, written and oral communications and organizational skills
Excellent time management skills
Ability to effectively communicate with various levels of management (both internally and client facing)
Flexibility and versatility in problem analysis and resolution
Ability to work outside of normal business hours, as necessary, to meet client expectations
 
Leadership Development:
 Compete Leadership Development Training as assigned within 60 days.
 
Expected KPI’s per line of business (Client Services Group):
Client Service Analyst
KPI
Goal
RA (Reporting Accuracy)
95%
TAT (Daily Reporting)
>24 Hours
TAT (Weekly Reporting)
Weekly as Scheduled
Attendance
90%
Employee Satisfaction
85%
 
 

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