The Manager of Client Services is a senior-level manager responsible for a full range of commercial business activities and client relationship management in support of one or more clients and/or programs.
VXI recruits excited, enthusiastic applicants who are ready to be successful! We create a fun learning environment with plenty of career growth opportunities. Work in an environment where you can utilize your skills and experience to enhance site operations each day. Your talents and contributions will be rewarded. Come for the job, stay for the career!
About Us
VXI Global Solutions is a leading provider of business process and information technology outsourcing offering comprehensive services to its clients. Our company specializes in call center and BPO services, software development, quality assurance testing, and infrastructure outsourcing. Headquartered in the United States, VXI employs 28,000 people around the world including locations in U.S, China, Philippines and now Jamaica.
VXI creates custom solutions in business-to-business and business-to-consumer applications which allow clients to achieve success in their market goals. VXI applications leverage emerging and classic communication channels. Services range from complete call center services to maintaining applications, to building solutions using superior tools and technologies.
Our Values and Culture
Excellence: Be the best in what we do. Provide the best product and the most innovative solutions to our customers. Strive for excellence. Hire and develop the best.
Integrity: Say what needs to be said with respect. Tell the truth. Maintain honesty in every partnership. Be prepared for full disclosure. Manage expectations realistically. Practice personal and collective accountability.
Teamwork: Agree on a shared vision and work together for a common goal. Treat each co-worker as a customer. Value and recognize diversity. Support and encourage communication. Learn from experiences. Reinforce ideas positively. Challenge each other professionally. Provide structure and leadership. Respect each other. Practice personal and collective accountability.
Duties and Responsibilities:
- Adhere to VXI policies on ethics and integrity.
- Build strategic partnerships with Clients to support customer needs. Manage Client relationships by functioning as an extension of the client’s business team. Manage key service initiatives for Client including, but not limited to, increased efficiencies, more expedient processes, and overall better client and/or consumer experience.
- Assist in managing the internal financial forecasting requirements and be responsible for meeting corporate profitability goals.
- Ensure contract administration is performed to Client specifications.
- Coordinate/balance resources across functional departments to meet Client specifications and internal financial goals (departments including; IT, HR, Training and Quality, Operations, MIS, Finance and Legal).
- Identify and communicate processes to continually enhance the quality of services to Clients as well as improvements to productivity and VXI/Client financial goals.
- Assist with Monthly and Quarterly business review sessions with Clients.
- Develop strategic initiatives that provide value and increase customer satisfaction.
- Implement client programs to improve performance metrics.
- Liaise with internal department partners to ensure that Client Requirements are met by assessing and determining QA and Training requirements, and procedural updates. And collaborating with Operations, and Talent Acquisition to ensure proper Staffing and Service Levels for global operations.
- Prioritize delivery objectives and ensure standardization, communication, calibration, and consistency.
- Conduct regular and ad hoc analysis of business opportunities, and 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.
- Actively participate in revenue forecasting and P&L management processes.
Requirements:
- Bachelor’s Degree required
- 2+ years of experience as Client Services professional in a BPO call center environment, including staff and program management (will consider 4+ years’ experience in Operations or a related call center position).
- 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.
- Task and deadline-oriented team player, with proven problem resolution skills and a high attention to detail.
- Demonstrated experience in communicating effectively with all levels of management and representatives.
- 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.
- Vendor management experience a plus.
- Some travel may be required.
Additional Company Requirements (If successful):
· On condition of employment you will be required to:
- Submit to a drug test
- Process a police record certificate
· On condition of employment you will be required to present the following;
- Updated resume
- 2 passport size photos
- Educational qualifications
- Birth Certificate and Marriage Certificate(if applicable)
- Valid Government issued photo identification
- TRN & NIS cards
- P45 (if applicable)
- Active NCB Account
This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent. Management reserves the right to make amendments to said job description at any time.
Thank you for applying, the screening and selection process can be a lengthy process which means it may take some time for us to respond. If you are successful in the screening and selection process you will be contacted. Thank you for your interest in working with VXI!