The Client Services Director will serve as the primary point of contact for the Client and is responsible for the successful and profitable operation of all programs assigned including management of Client expectations and goals as stated in the SOW.
Responsibilities
Responsibilities:
- The Director of Client Services will be involved in the planning, developing and managing of client projects typically several at once.
- Will be in charge of determining a project's schedule, scope and budget, and directing appropriate team members in fulfilling the specifications to meet client and company objectives. These professionals could also be responsible for defining departmental operating budgets, and resource, risk and scope management.
- Manages client expectations works with internal partners, such as operations staff and sales, to improve service levels.
- Communicates to each stakeholder at every step of a project is vital to maintaining successful relationships and product or service delivery.
- Determines short- and long-term resource requirements, builds and manages teams and designates responsibilities among each team member.
Qualifications
Requirements:
- Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, Business Studies/Administration/Management, Commerce, Economics, Finance/Accountancy/Banking or equivalent.
- Very strong orientation in high level client services and account management
- 10 years cumulative relevant experience working in a BPO Call Center environment with at least 2 years in a Director capacity.
- 2 5 years experience in Client Services management is required for this role.
- Must have handled diverse client portfolio and the ability to manage multiple clients.
- Excellent communication skills both verbally and written
- Exceptional problem solving skills
- Excellent negotiation skills
- Good customer service orientation
- Applicants must be willing on a hybrid set up and onsite work (3-4x a week) whenever necessary.
- Ability to work on graveyard schedule or shifting schedule (whenever necessary).
- Applicants should be able to travel to any IBEX locations in PH or international.
