Director Of Client Services in North Lauderdale, FL at Teleperformance US

Job Description

Purpose of Position

Directs, administers and oversees all activities for Client Services.  Provide escalation and leadership support to all departments on behalf of Client Solutions, with a focus on improvement of CS skill levels, adherence to process, and flawless execution.

Duties and Responsibilities

·         Execute client contract specifications on a consistent basis.

·         Ensure the competency of Client Services processes and procedures through continual evaluation and development of support teams.

·         Provide strategic direction for specific account in order to support client objectives.

·         Maintain direct contact with each client on a regular basis, build a healthy trusting relationship.

·         Compare revenues by client to budgeted revenues on a weekly, monthly, quarterly and annual basis.  Provide detail explanations of significant deviations as requested.

·         Maintain clear and open communication with IT, Work Force, Training, Human Resources, Quality Assurance, Executive Leaders and all other support departments.

·         Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.

·         Escalate outstanding items to appropriate leadership.