Director, Client Services

Office Location

Schedule

Department

Job Description

The overall responsibilities for this job are to ensure client satisfaction and retention on current accounts and to help grow existing ones by identification of opportunities for enhancing services offered and ensuring the operational performance standards are met.

Responsibilities and Duties

1. Drives client satisfaction and retention through problem resolution and proper management of client requests and internal priorities
   • Monitors both quantitative and qualitative operational performance indicators and proactively identifies ways to enhance program performance.
   • Negotiates with clients on program modifications and contract renewals.
   • Ensures programs continue to adhere to contracts through modifications.
   • Manages the on-going client relationship by arranging site-visits, round-tables, etc.
   • Gathers information from clients about changing business conditions and feeds information about anticipated program impact to operations management.
2. Grows the revenue and profitability of existing accounts
   • Demonstrates value to clients by interpreting program results.
   • Stays abreast on clients’ industry trends to identify potential needs.
   • Negotiates contract changes and pricing.
   • Leads implementation team to bring on program enhancements.
3. Leads the Client Services team to fully implement new programs
   • Supports the implementation team’s project plan and completion of tasks.
   • Allocates resources and removes obstacles.
   • Provides clear and timely communication throughout program implementation both internally and back to clients.
4. Reviews operating statistics regularly to ensure client and AFFINA goals are being met in areas of handle times, abandons, service levels or other client specific standards of performance.
5. Provides leadership and development of Client Services Managers.

Minimum Job Requirements

• Bachelor’s Degree, or its equivalent, in a business-related curriculum
• 7 years of management experience, 3-4 years in client services, 2-3 years in call center industry
• Must be willing to travel internationally 30% of the time
• Working knowledge of call management systems & terminology preferred
• Strong working knowledge of software for word processing, spreadsheet, presentations etc.
• Demonstrated ability to interact with all levels of the organization
• Demonstrated effective oral and written communication skills

Apply online

AFFINA is a drug free workplace. EOE M/F/D/V.