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Title

Client Services Director 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

Valor Client Services Director

Responsible for establishing an excellent working relationship with clients in order to continuously enhance the business relationship.

 

Key Job Responsibilities

  • CS Manager/Director Role
  • BPO experience - either as a client or as BPO provider
  • Call Center Operations - either BPO or captive
  • Proven communication skills
  • Problem-solving
  • Attention to detail
  • Project management
  • Prospecting/Sales experience Contract Management experience - either as a client or a BPO provider
  • Contract negotiations experience = either as a client or a BPO provider
  • Target verticals - Communications/Media, Healthcare, Government, Retail/eCommerce, Financial Services, New/Emerging economy
  • Client Satisfaction - Establish an excellent working relationship with the assigned clients and continuously strive to improve the level of overall service that the company is providing while adhering to established policies and procedures.
  • Facilitate and manage client meetings and conference calls in order to identify improvement opportunities, make recommendations, and determine next steps
  • Serve as a client advocate and relationship owner by ensuring quality and delivery of service and that all issues client or internal, are followed through to resolution in a timely manner
  • Maintain current and up-to-date knowledge and documentation of client’s equipment, technology, program, contract requirements, and business objectives
  • Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client
  • Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions
  • Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management
  • Recommend additional products/services that the company provides to clients
  • Recommend solutions that benefit the client and the company and provide a documented implementation plan using effective communication skills.
  • Consistently exceed client satisfaction by openly and thoroughly evaluating all requests, proceeding with recommended solutions that benefit the client and the company
  • Program Management / Account Services Functions - Oversee and/or participate in client day-to-day activities which may include providing direction to assigned staff and acting as primary contact
  • Act as the first point of contact for assigned clients and work with clients to establish requirements for new programs and modifications to existing programs
  • Ensure the program is set up in a timely, accurate, and quality manner striving to exceed expectations
  • Continuously monitor daily tasks and assignments ensuring deadlines are being met and scheduled changes are addressed in a timely manner
  • Consistently evaluate and assess if new reports and enhancement to an existing report is needed
  • Communicate and coordinate with internal departments concerning client needs to design and establish testing procedures to enable the program to function properly and meet client needs
  • Orchestrate all tasks completed by staff and/or departments within the company to ensure that quality task completion occurs on schedule
  • Ensure project and client files are maintained that are well documented and efficiently organized
  • Create and provide ongoing formal client correspondence as necessary
  • Investigate and resolve delivery/performance issues and advise management as to revenue risk
  • Analyze and interpret data from client’s program performance and provide recommendations to enhance performance based on analysis
  • Maintain up-to-date knowledge on company technical capabilities and services to meet client’s objectives
  • Provide proactive and ongoing analysis of program performance and offer recommendations to clients on improving all performance metrics
  • For all changes and new programs oversee and/or create detailed test plans that include functionality and regression scenarios
  • Develop best practices and tools for project execution and management
  • Ensure that all data presented to a client (operational and billing) is accurate
  • Complete a post-implementation review to identify areas of improvement and areas of success
  • Manage project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope, and quality) are achieved
  • Establish and maintain a professional relationship with the team members and department contacts
  • Motivate the team to work together in the most efficient manner
  • Frequently acknowledge and appreciate each team member's contributions
  • Escalate workflow and communication issues as appropriate
  • Treat all internal/external customers and team members with dignity/respect
  • Demonstrate leadership through development and coaching team members

 

Minimum Education & Experience

• Bachelor’s Degree or equivalent in relevant work experience

• 3+ years BPO experience preferred

• Client support/client-facing experience preferred

• Project management experience preferred

 
Position Requirements

Skills and Abilities:

  • Proven track record in solutions-based relationships.
  • Demonstrated creativity in analyzing and identifying solutions.
  • Industry knowledge of interaction centers and specific business verticals.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in partnership with all levels of the organization and client management.
  • Ability to prioritize and organize work in a multitasked environment.
  • Ability to adapt to a flexible schedule and maintain the highest level of confidentiality.
  • Occasional travel domestically and/or internationally (20-30%)
 
Full-Time/Part-Time Full-Time  
Rate of Pay  
Position Site Director  
Location BYOD  
About the Organization Valor Global was founded in Phoenix, Arizona in 2004. A family owned business, we focus on culture and admiring our people both inside of our business and community. We are a contact center business hired by a variety of global companies to handle all of their customer service and needs.
At Valor, we believe in Servant Leadership and Conscious Capitalism and believe that a well-aligned higher purpose positions people for success. Any company is only as strong as the culture and core values that its people believe in and live each day. By recruiting, retaining and developing self-motivated and inspiring people we ensure that we are able to provide extraordinary solutions to the customers.
Valor is fully vested in your success. Our culture, core values, industry leading low attrition, LEAN and Agile methodologies provide our customers access to a global infrastructure and a team of 1,000+ employees with enterprise systems and processes without the bureaucracy and red tape; our leadership team is accessible and available. Our organization prides itself on the ability to remain responsive and flexible to your business needs. We are a top performer with our clients with a successful track record in outperforming our competition.  

This position is currently accepting applications.

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