Deskripsi Pekerjaan
Are you a seasoned leader with a passion for driving operational excellence and fostering client loyalty? Teleperformance is seeking a dynamic Client Services Manager to join our team at the prestigious MOA site. In this pivotal role, you will act as the primary bridge between our global clients and our internal operations, ensuring that we not only meet but exceed performance benchmarks.
You will lead a high-performing team, drive retention strategies, and foster lasting relationships with our top-tier accounts. The ideal candidate thrives in a fast-paced BPO environment, possesses strong analytical skills to identify growth opportunities, and is adept at navigating complex stakeholder relationships to deliver world-class customer service solutions.
Tanggung Jawab
- Serve as the primary point of contact for key accounts, ensuring alignment with client expectations and contractual KPIs.
- Lead and mentor operations teams to achieve excellence in quality, productivity, and customer satisfaction metrics.
- Identify and implement process improvements to enhance service delivery and operational efficiency.
- Conduct regular business reviews with stakeholders to present performance data, insights, and strategic growth plans.
- Collaborate cross-functionally with HR, Training, and Quality Assurance departments to optimize team performance.
- Mitigate operational risks and proactively resolve complex client escalations.
- Drive account retention strategies by demonstrating consistent value delivery and innovation.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in an Operations or Client Services Management role within the BPO industry.
- Proven track record of managing large-scale client relationships and achieving service level agreements (SLAs).
- Exceptional communication, presentation, and negotiation skills.
- Strong analytical mindset with proficiency in MS Excel and performance reporting tools.
- Demonstrated leadership capabilities with experience managing diverse, high-performance teams.
- Ability to work effectively under pressure in a fast-moving, target-driven environment.