If you are looking for an opportunity to help clients, find solutions to their challenges and motivate a team to be successful, our Director Account Operations (Client Services) is a role to consider. You will be the key contact for our clients, your Account Ops Managers and internal operations/support teams in designated call centers. This client services role uses an understanding of our client’s business objectives to manage their customer service strategies, solve client problems and expand our opportunities for revenue growth.
In this role you will:
- Liaise with Client Executives as key point of contact, communicating account strategy to our internal team and driving success
- Be responsible for existing account development and financial ownership for multiple client programs
- Submit weekly Summary to the Leadership Team and client management
- Systematically identify issues with client programs and correct
- Analyze back-end data to determine profitable segments
- Ensure business performance and campaigns remain profitable for Results and client
- Monitor project launch to ensure all components are completed successfully
- Grow account volume and determine additional lines of business within client
- Develop strategy to make client programs more profitable
- Understand all functional areas to assist in streamlining operations functions to ensure the account’s success
We are looking for someone who:
- Can bring a minimum of 7 years progressive management and leadership experience.
- Earned a Bachelor’s Degree in Business or related field
- Has solid experience in a call center or BPO company working directly with client management.
- Has strong client management experience. Operations experience is a plus.
- Has handled and/or supported Telco accounts and clients.
- Accomplishes goals in a timely, productive and fiscally responsible manner
- Can grasp concepts and effectively communicate them to staff
- Focuses on continuous improvement and operational optimization
- Works effectively in a constantly changing environment
- Will be open to travel up to 50% based on client needs and location
- Can work on-site at our Lapu-lapu City Cebu location OR willing to relocate to Lapu-lapu City, Cebu.
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