Manager, Client Services - Hickory
United States-North Carolina-Hickory
This position may require travel
Relocation Assistance Provided
Dimension & Scope:
The Manager; Client Services is the leader of a vertical industry; whose team of Client Services Managers is assigned to clients within that vertical. The Manager; Client Services is responsible for a team of Client Services Managers and Administrative Assistants in support of shared programs.
The Manager; Client Services supports and mentors the Client Services Manager in coordinating all aspects of program set-up; including IS coordination; forecasting; staffing; scripting; media; telecom; reporting; quality measurement; data processing; floor operations; training; quality; verifications; and billing.
The Manager; Client Services has 5-10 Senior Client Services Managers; Client Services Managers; and Assistants I; II & III reporting to him/her. His/her team manages a portfolio of accounts in an industry vertical; and the number of such clients can range from 5-25. In terms of revenue; the Manager is responsible for approximately $10-20 Million in annual Revenue that meets Convergys profitability goals. The Manager has indirect accountability for operations in 3-5 centers; with representative headcount of up to 3; 000 in the shared environment.
Principal Duties and Responsibilities:
Train the Client Services Managers and other team members on how to perform their job functions. Design and modify new-hire Client Services Managers (and other team members) training curriculum. Assign Client Services Managers (or other team members) to new accounts. Support the Client Services Managers as they directly interface with client during requirements gathering. Periodically audit START documents to ensure process adherence. Support the Client Services Managers as they coordinate all set-up functions during program implementation, including IS, telecom, EUC, media, staffing, capacity planning, scripting, training, quality, verifications, reporting, etc. Help prioritize IS jobs, during period of time and resource constraints. Direct team members to navigate through IS
Receipt & Control processes. Interface with attorneys on Convergys legal staff in the event that interpretation is required surrounding telemarketing rules/regulations (as it impacts a given program). Communicate program results on a regular basis throughout the organization. Ensure that Client Services Managers hold kick-off / launch meetings to make sure all are apprised of program requirements.
Support Client Services Managers as they analyze daily results, and make recommendations to client on program enhancements, changes in direction, and adjunct service offerings. Perform touch-base calls with client contacts (and one level up) as a measure toward superior client satisfaction.
Serve as point of escalation for client concerns. Submit feedback for monthly Balanced Scorecard updates. Periodically spot-check invoices, and compare to contract. Manage team expense budget, and approve travel/expense reports. Turns in a monthly action plan against the goals formed at the start of the year. Approve recommendations of service offerings to clients to solve problems and increase revenue. Serves as subject-matter-expert in pre-sale meetings / presentations / site visits in order to assist Sales in closing new business.
Advise Client Services Managers as they organize and lead formal client review sessions/presentations. Advise Client Services Managers as they write formal monthly client report, with data analysis, and recommendations for improvements. Make recommendations for improvement. Make recommendations and give advice to Client Services Managers as they initiate action plans for client if Convergys is not attaining agreed-upon metrics (e.g. conversion, % handled, etc.).
Serve on high-level Business Process Improvement teams. For key accounts, analyze Ops reporting and review agent-level data, center data, and/or other appropriate information to assess performance trends and support Client Services Managers as they recommend solutions for improvement to operations. Serve as point of escalation if the Client Services Managers need support in mobilizing the project team to provide optimum service to the client as well as to achieve optimum conversion on the operations floor.
Attend weekly all-OPS meeting to serve as key representative from Client Services to ensure client needs are balanced with internal needs. Coach team on how to balance client metrics with internal profit metrics. Ensures call forecasts are submitted in a timely manner and adjusted weekly or as appropriate. Analyze forecast variances, on a monthly basis, and recommend solutions to address deficiencies when necessary.
If the program does not meet profit expectations, the Manager will support the Client Services Managers when they meet with Sales to determine steps for a price increase or deletion of the account. Advise Client Services Managers on how to resolve outstanding Accounts Receivable issues with clients. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organizations policies and applicable legal requirements.
Education & Professional Certifications:
Bachelors degree in related field from a four-year college or university
Four to six years related experience or equivalent combination of education and experience
2-3 years management experience required (overseeing professional staff). Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel Excellent time management and organizational skills. Excellent oral and written communication skills. Excellent coaching / leadership skills.
Ability to motivate professional staff. Ability to present to high-level client contacts. Ability to travel 10-20% and work overtime as needed. Advanced understanding of CVG Financial metrics. Knowledgeable of changing technology Excellent negotiation skills
Environment, Physical & Other Requirements: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Convergys is a global leader in customer management. As of March 3rd, 2014 Convergys completed the acquisition of Stream. Together...