▷ Urgent Search: Client Service Manager

Description CTG has an opening for a Client Services Manager This is a full-time remote position Duties Develop objectives for the call center s day-to-day activities Conduct effective resource planning to maximize productivity of resources people technology etc Collect and analyze call-center statistics including sales rates costs and customer service metrics Assume responsibility for budgeting and tracking expenses Hire coach and train personnel to maintain high customer service standards Monitor and improve contact handling documentation escalation troubleshooting and other procedures Evaluate performance using key metrics accuracy call-waiting time etc Prepare and present reports for clients internal departments and upper management Meet with clients to understand needs and ensure deliverables align with agreements Ensure CTG meets all contractual obligations to the client Skills Proven experience as a Call Center Manager or in a similar leadership role Strong background in customer service and client relations Proficiency with performance evaluation and customer service metrics Solid understanding of reporting and budgeting procedures Experience with basic financial analysis cost-effectiveness cost-benefit etc Proficient in MS Office and call center software systems Excellent organizational leadership and problem-solving abilities Outstanding communication and interpersonal skills Positive professional and patient demeanor HDI or ITIL certifications Foundation Expert etc are a plus Experience Minimum 5 years of experience managing client or customer service operations preferably in a call center environment Demonstrated success in improving operational efficiency and customer satisfaction Education Bachelor s Degree required Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required CTG does not accept unsolicited resumes from headhunters recruitment agencies or fee-based recruitment services for this role To Apply To be considered please apply directly to this requisition using the link provided For additional information please contact Dallas Bell at Kindly forward this to any other interested parties Thank you The expected base salary for this position ranges from 130 000 to 160 000 Salary offers are based on a wide range of factors including relevant skills training experience education market factors and where applicable licensure or certifications obtained In addition to salary a competitive benefits package is also offered Pay Range USD 150 000 00 - USD 170 000 00 Yr About Us CTG a Cegeka company is at the forefront of digital transformation providing IT and business solutions that accelerate project momentum and deliver desired value Over nearly 60 years we have earned a reputation as a faster and more reliable results-driven partner Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts CTG leverages the expertise of over 9 000 team members in 19 countries to provide innovative solutions Together we operate across the Americas Europe and India working in close cooperation with over 3 000 clients in many of today s highest-growth industries For more information visit Our culture is a direct result of the people who work at CTG the values we hold and the actions we take In other words our people define our culture It s a living breathing thing that is renewed every day through the ways we engage with each other our clients and our communities Part of our mission is to cultivate a workplace that attracts and develops the best people reflected by our recognition as a Great Place to Work Certified TM company across many of our global operations CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local state and federal laws CTG is an Equal Opportunity Employer CTG will assure equal opportunity and consideration to all applicants and employees in recruitment selection placement training benefits compensation promotion transfer and release of individuals without regard to race creed religion color national origin sex sexual orientation gender identity and gender expression age disability marital or veteran status citizenship status or any other discriminatory factors as required by law CTG is fully committed to promoting employment opportunities for members of protected classes