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

Date Posted: 3/3/2020

Job Snapshot

Job Description

Oversee multiple account managers’ daily analysis, business planning, client support and communications internally and externally.   Be accessible to client vendor management teams for planning, management and escalation purposes.

Primary Duties, Responsibilities, and Requirements:

·         Oversee multiple account managers’ daily analysis, business planning, client support and communications internally and externally. Be accessible to client vendor management teams for planning, management and escalation purposes

·         Ensure account management teams are monitoring and calibrating customer service quality, and recommending product and process improvement ideas to clients Create and environment which delivers world class service to clients; ensure account managers are driving operations to consistently meet or exceed all financial and non-financial KPIs Implement and conduct internal weekly, monthly and quarterly business reviews to ensure world class service to our clients

·         Develop the required reporting tools as needed to ensure in-depth business analysis is routinely performed 

·         Participate in client business reviews as scheduled. Assume accountability for the delivery of value-added account management services in support of multiple account managers, contact center agents, technology professionals, and project managers Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale Oversee all aspects of implementation of new clients as needed Ensure management, compliance and reporting for all contact center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc. 

·         Oversee division-wide human resources recruiting, training, development and retention Participate as a value-adding member for the Teleperformance USA management team 

·         Through demonstrated individual performance; promote the highest standards of ethical and professional conduct

·         Develop and manage the operating budgets Perform other related duties and assignments as required Thrive as a team player in a fast-paced, high-energy, change-oriented environment 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

Job Requirements

Qualifications:

  • Five-Seven years of contact center management experience
  • Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements 
  • Bachelor’s degree or Equivalent work experience required. 
  • Experience with strategic initiative development and implementation, including a progressively developing operating philosophy and approach. 
  • Experience supporting multiple disciplines in a consultative fashion. 
  • Strong analytical skills and ability to drive change and manage long-term projects 
  • This position will require international travel 
  • Experience managing multiple client programs with varying service objectives, agent skill requirements and technical solutions
  • Experience managing operations with greater than 1,000 staff 
  • Excellent oral and written communication skills 
  • Must maintain a positive and professional attitude
  • Experience supporting operations with greater than 1,000 staff
  • Excellent oral and written communication skills, as well as outstanding interpersonal skills 
  • Technical aptitude 
  • Solid financials skills 
  • Gensys experience preferred

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