Karachi, Sindh, Pakistan

Client Services Manager

 Job Description:

Duties & Responsibilities:

Client Facing Responsibilities

  • Day-to-day interface with client(s) for leadership and operational updates, issues, program changes and opportunities.
  • Acts as a primary interface with the client on escalated issues and provides status of issue inquiries, updates and resolutions to the client and key Rex-D leadership.
  • Effectively present business results, initiatives and other data and represent Rex-D’s core values and strengths at all times.
  • Prepare, generate and develop client presentations, data validation and first level analysis of reports to be presented to internal and external stakeholders. Participate in leadership meetings both internally and externally.
  • Actively participate in a leadership role in all Business Reviews, Calibrations, etc. for assigned campaign(s).
  • Support the client on issue resolution or escalations pertaining to single or multiple processes within a given line of business within the assigned Delivery Center(s).
  • Document and effectively communicate all initiatives, new processes or enhancements prepared in collaboration with Operations, Training, Quality, Client Services, Client Operations, Development, etc.

Service Delivery and Performance

  • Review and understand KPI performance of an assigned account(s) and partner with key internal and client leadership on the committed performance criteria.
  • Partner with key Rex-D leadership on action plans and root cause analysis for performance opportunities, including follow up and measurement of plan execution.
  • Schedule regular discussions on strategy and tactics with Rex-D operations leadership and client.
  • Cascade all client feedback and inputs to internal teams

Reporting and Communication

  • Analyze reports and provide trending and analysis as appropriate on performance delivery, efficiency and financial goals
  • Functional Department Coordination
  • Understand the role and contribution of other functional groups and how Client Services impacts and is impacted by other functions.

Qualification & Experience:

  • 5-8 years in a Call Center/Contact Center Management role. Preferable experience managing leadership in a BPO/Outsourced environment with Client-interaction responsibilities.

Skills Required:

  • Excellent communication skills (both written and oral) as well as interpersonal and relationship building skills. Preferably with experience in multinational company in a multicultural setting.
  • Highly analytical and must be results-oriented with a strong foundation of integrity.
  • Computer literate with basic knowledge of financial planning, analysis, and forecasting.
  • High level of maturity and sense of responsibility.
  • Working knowledge of the principles and practices of industries relevant to the client supported and Rex-D’s growth goals. Regularly applies principles, theories and concepts, and has the ability to determine a course of action based on these guidelines or operational requirements.
  • Strong leadership, consulting and organizational commitment
  • Highly organized and detail oriented.
  • Proven ability to work successfully in a team environment.
  • Must be able to work in different time-zones

  Required Skills:

Relationship Building Resolutions Financial Planning Operations BASIC Service Delivery ROOT Analysis Validation Reviews Consulting Forecasting Presentations reporting Strategy Leadership Communication Planning Business Training Management