Director of Client Services
Progrexion Holdings Inc - Utah

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Reporting to the Sr. Director of Lexington Operations, this position will provide management over Lexington’s Client Loyalty Department. The position will be responsible for the performance of this department; focusing mainly on building culture, strategic planning for process and procedure improvements, build long-term client relationships and retention, and increase KPI’s within the department. Job responsibilities include, but are not limited to: developing personnel, building team atmosphere, enhancing methodologies to drive productivity, basic P&L management, scheduling/forecasting (working with WFM team) and facilitating department initiatives through Project Management. This position will work closely with members of Call Center Operations, Workforce Management, Marketing, Accounting, Software Development, QA/Testing, and Data Management.

Responsibilities:
  • Oversees and manages day-to-day responsibilities of the Client Loyalty department
  • Monitors department key performance indicators and adjusts strategies whenever applicable
  • Fosters positive team culture, constantly reinforcing the value of the service
  • Monitors dialer strategies and efficiencies
  • Creates department vision and strategy in order to achieve company goals
  • Develops customer loyalty, with focus on long-term retention and increased client NPS

Qualifications:
  • Minimum 5 years experience in Call Center Management, with emphasis in customer service and/or sales preferred
  • Firm grasp of key call center metrics and methodologies
  • Experience with Workforce Management applications, preferably Verint systems knowledge
  • Demonstrated track record of managing and developing employees, with emphasis on team building
  • Engineering and maintaining a positive/fun work environment for employees
  • Excellent written and verbal communication skills
  • Planning, coordinating, and delegation capabilities
  • P&L Management
  • Bachelor's degree
  • Excellent teamwork skills
  • Excellent analytical skills with proven track record of creating and implementing necessary change
  • Excellent interpersonal skills
  • In-depth knowledge of Microsoft Office suite