Client Services Director - Remote

About Us
Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client's brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

Position Summary
The primary role of the Client Services Director is to ensure high client satisfaction and facilitate growth of assigned portfolio. The Client Services Director is responsible for
developing strong client relations, developing strategy to ensure strong program performance and company financial performance for assigned portfolio.

Essential Duties and Responsibilities

• Transforms the quality of service to the client through innovative change management ideals and inspiring communication.
• Identify systemic areas of opportunity based on performance trends, report analysis and calibration trends. Work with appropriate personnel on strategy and execution.
• Monitor and ensure performance metrics/KPIs and client satisfaction are reported to the client, the company, and our employees. Ensure awareness and responsiveness to deficient performance is consistent, effective and timely.
• Develop relationships with clients and ensure that the client's needs are met and exceeded, and proper expectations are managed within the scope of the realistic service delivery constraints.
• Prepare and deliver regular business review sessions with client.
• Identify or create organic growth opportunities for assigned portfolio.
• Provide leadership and development to direct reports as assigned (Assistant Client Services Manager or Client Services Manager).
• Monitor and react to program financial health. Lead process improvement initiatives that deliver financial targets.
• Responsible for assessing and advising upper management on program/project risks, both emergent and systemic.
• Maintain awareness and inspection of compliance requirements for assigned programs.
• Closely monitors project plans and communicates progress through creation of internal and external status reports and other client/internal communication.
• Partner with operations to plan successful program implementation – staffing, goals, performance action plans, agent bonus plan, training curriculum development, quality assurance tools, IT requirements and end-to-end testing.
• Prepare client invoicing.
• Ensure client contracts are maintained to accurately reflect service being conducted.
• Responsible for maintaining program material and communicating program change to internal and external stakeholders.
• Develop and share best practices for program management and performance management, among team and peers. Solicit ideas and collaborate with peers to improve overall program performance.
• Serve as subject matter expert for assigned programs.
• Performs other related duties and tasks as necessary or as assigned.

Knowledge, Skills, and Abilities

• Excellent client facing communication skills and sales acumen.
• Superior oral and written communication skills.
• Ability to multi-task and work independently to complete tasks in a timely manner.
• Excellent organizational and prioritizing skills.
• Strong follow-up skills with attention to detail.
• Excellent customer service and positive interpersonal skills.
• The ability to work and collaborate with employees at all levels within different departments.
• Ability to work in high-pressure, fast pace environment.
• Ability to give and receive feedback appropriately.
• Ability to work flexible hours and travel domestically and international, as needed.
• Ability to maintain a high degree of confidentiality.
• Proficiency in Microsoft Office software systems and the ability to learn new software programs.

Reporting Structure

• Direct Manager: VP, Client Services

Education & Experience

• Bachelor degree or equivalent work experience
• 10 years call center management experience
• Management of blended call centers
• 5 Years client relationship management in an outsourced environment
• Metrics/benchmarking
• Processes and procedures
• Call center technology.