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Client Services Manager
4 weeks ago
As a Manager, you will be responsible for:
Position Duties:
- Manage a team of approximately 50 plus high end product support consultants in a B2B
environment.
- Manage and maintain key SLAs during US hours.
- Responsible for the development and management of staff members, Tier 1 and Tier 2 level
management personnel.
- Recruit and groom future team members.
- Devise and execute reports to ensure high level of performance
- Identify, innovate and execute business ideas to improve service delivery
- Identify opportunities to improve and drive efficiency/top line
- Monitoring team performance and service calls to ensure the delivery center goals are met
- Writing and conducting performance evaluations, making employment decisions, se ng up
- performance goals and targets for assigned team
- Draw up reports for the analysis and make presentations for senior management
- Manage communication with internal and external clients
- Draw up business case for action, me plan for execution and present to the Director for approval and execution
Candidate Requirements:
- The ideal candidate should be managing a group of 100 plus agents in a high end B2B support
- Process (preferably tech. support) and should possess 7-8+ years of experience in a management position
- Well versed with modern day work force management practices and QA processes
- Very strong people management skills required
- Strong business acumen, ethics and high integrity
- Passionate about customer advocacy
- Must possess excellent presentation and analytical skills
- Ability to track key performance metrics and take business decisions
- Ability to identify, model and implement solutions for business situations and client needs
- Very proficient with software packages of Microsoft Office
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