Description

As the Client Services Director, you will play a pivotal role in ensuring our clients are not only satisfied but also see growth within their assigned portfolios. This position includes fostering strong client relationships, developing strategies for optimal program performance, and ensuring the financial success of your portfolio.

Company Culture and Environment

We are a leading provider of contact center BPO services, dedicated to delivering exceptional customer experiences through a blend of talent, innovative processes, and advanced technology. We pride ourselves on integrating seamlessly with our clients’ brands and cultures. We value passionate individuals who are committed to excellence and eager to contribute to our mission of being a world-class provider of outsourced contact center solutions.

Career Growth and Development Opportunities

As a Client Services Director, you will have the opportunity to provide leadership and development support to your direct reports, fostering a culture of growth and collaboration. Regular business review sessions with clients will also provide insights for strategic advancement in your career.

Detailed Benefits and Perks

• Dental, Life, Medical, Vision Insurance
• Paid Time Off
• Retirement Plans

Compensation and Benefits

We offer a competitive compensation package that includes comprehensive benefits tailored to support your well-being and professional journey.

Why you should apply for this position today

If you are passionate about client success and possess the experience we seek, this role offers a unique opportunity to make a significant impact on client relationships and drive growth within the organization. You will join a dedicated team committed to excellence and innovation.

Skills

• Exceptional client-facing communication skills and a strong sales mindset.
• Excellent oral and written communication abilities.
• Strong organizational skills with the ability to prioritize and manage multiple tasks independently.
• Detail-oriented with strong follow-up skills.
• Outstanding customer service and interpersonal skills.
• Ability to collaborate effectively with colleagues at all levels across various departments.
• Comfortable working in a fast-paced, high-pressure environment.
• Open to giving and receiving constructive feedback.
• Willingness to work flexible hours and travel domestically and internationally as needed.
• High degree of confidentiality and professionalism.
• Proficient in Microsoft Office and quick to learn new software programs.

Responsibilities

• Enhance the quality of service provided to clients through innovative change management and effective communication.
• Identify opportunities for improvement by analyzing performance trends and collaborating with relevant teams on strategy and execution.
• Monitor and report on performance metrics and client satisfaction, ensuring timely and effective responses to any performance issues.
• Build and maintain strong relationships with clients, ensuring their needs are met and expectations are managed realistically.
• Conduct regular business review sessions with clients to discuss performance and opportunities for growth.
• Identify and create organic growth opportunities within your assigned portfolio.
• Provide leadership and development support to your direct reports.
• Oversee the financial health of programs, leading initiatives that drive financial targets.
• Assess and communicate program/project risks to upper management.
• Stay informed about compliance requirements for assigned programs and ensure adherence.
• Monitor project plans and communicate progress through internal and external status reports.
• Collaborate with operations to ensure successful program implementation.
• Prepare client invoicing and maintain accurate client contracts reflecting the services provided.
• Keep program materials updated and communicate any changes to stakeholders.
• Share best practices for program and performance management with your team and peers.
• Serve as a subject matter expert for assigned programs.
• Perform other related duties as needed.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 10+ years of experience in call center management.
• Experience managing blended call centers.
• 5+ years of client relationship management in an outsourced environment.
• Familiarity with metrics, benchmarking, processes, and procedures related to call center operations.
• Knowledge of call center technology.

Education Requirements

• Bachelor’s degree or equivalent work experience.

Education Requirements Credential Category

• Bachelor’s degree in a related field or equivalent experience.

Experience Requirements

• 10+ years in call center management.
• 5+ years in client relationship management in an outsourced environment.

Why work in Chandler, AZ

Chandler offers a vibrant community with a growing economy and a welcoming atmosphere. With its warm climate, beautiful parks, and rich cultural offerings, Chandler is an attractive place for both personal and professional growth. The city provides a blend of urban amenities and suburban charm, making it a great place to live and work.