Descripción de la Oferta

• Adhere to VXI policies on ethics and integrity.
• Build strategic partnerships with Clients to support customer needs. Manages key service initiatives for client including but not limited to increased efficiencies, more expedient processes and overall better client and/or consumer experience.
• Manage the internal financial forecasting requirements and be responsible for meeting corporate profitability goals.
• Manage expectations and contract administration for Client relationships.
• Coordinate/balance resources across functional departments to meet Client specifications and internal financial goals (departments including: IT, HR, Talent Acquisitions Training and Quality, Operations, Finance and Legal).
• Identify and communicate processes to continually enhance the quality of services to Clients as well as improvements to productivity and business/Client financial goals.
• Conduct Monthly and Quarterly business review sessions with Clients.
• Develop strategic initiatives that provide value and increase customer satisfaction.
• Responsible for implementing client programs and improving performance metrics.
• Assess and determine QA and Training needs, and procedural updates.
• Conduct regular and ad hoc analysis of business opportunities. Develop recommendations and solutions resulting from analysis.
• Partner with global operations teams on service delivery strategy and growth of clients. Actively participate in client retention and contract renewal processes. Have direct accountability for contract renewal and development of new LOB opportunities.
• Manage LOB Client Services Team.
• Responsible for domestic, near-shore, and off-shore service delivery and overall client satisfaction, including performance review and performance management process.
• Manage top line revenue, performance and growth objectives along with client P&L. Actively participates in revenue forecasting and P&L management processes.
QUALIFICATIONS

Education
• Bachelor’s Degree required; Masters Degree preferred.


Knowledge, Skills and Abilities
• 5+ years of experience as Client Services professional in a BPO call center environment, including staff and program management.
• Proven leadership and developmental skills including the ability to influence and manage peers, subordinates and clients.
• Proven knowledge and understanding of call center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, and the unique demands of frontline staff.
• Well-developed inter-personal skills and experience in interacting with senior stakeholders.

• Proven track record of creating and developing opportunities with existing clients and maximizing account and revenue growth.

• Fluent, clear and articulate in verbal and written communication with the ability to convey interest and enthusiasm when presenting.

• Excellent understanding of, and experience with the cable industry preferred.

• Proven leadership experience managing teams and coaching and mentoring individuals.

• Excellent time management and numeracy skills with attention to detail.

• Exemplary client service skills with the ability to maintain and extend client relationships.
• Task and deadline-oriented team player, with proven problem resolution skills and a high attention to detail.
• Excellent judgment and decision making skills.
• Flexibility and versatility in problem analysis and resolution.
• Ability to adapt with great efficiency in a dynamic environment.
• Proficient with Microsoft office applications.
• Prefer 7-10 years in teleservices operations environment with a minimum of 5 years in Project Management/Client Management.
• Prefer 3 years in managing program financials in an outsourced environment or equivalent P&L management experience.

Other
• Business fluency in English and Spanish required.

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes