Manage and nurture strategic client relationships to ensure exceptional BPO services.
Oversee partnership with a high-profile client in the transportation industry.
Establish vertical strategic plans and initiatives.
Collaborate with operations, quality assurance, and other internal teams to ensure seamless service delivery.
Lead and inspire a high-performing team of Client Service Managers and Directors.

Requirements

Proven experience in a senior client services role within the BPO industry or consulting organizations.
Experience leading large scale global contact center operations in a mixed outsourced and in-house environment.
Strong understanding of transportation or related industries.
Proven success with introducing innovations to clients such as automated customer service technology, chatbots, and AI interfaces.
Strong experience and understanding of workforce management, business intelligence and financials.
Working familiarity with at least one WFM system (ex. Nice, Verint, Teleopti) and one BI system (ex. Microsoft Power BI, Tableau, Google Data Studio).
Ability to build, interpret and manage data in an Excel based P&L.
Strategic thinking and problem-solving abilities.
Demonstrated success in client retention and growth.
COPC or Six Sigma certifications or training are a plus.

Benefits

Competitive industry salaries
Comprehensive benefits packages
Internal mobility and professional growth opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

client servicesBPOglobal contact center operationsautomated customer service technologychatbotsAI interfacesworkforce managementbusiness intelligencefinancialsExcel P&L

Soft Skills

strategic thinkingproblem-solvingclient retentionclient growthleadershipteam inspirationcollaboration

Certifications

COPCSix Sigma