managing and nurturing strategic client relationships
ensuring the delivery of exceptional BPO services
overseeing the partnership with high-profile clients in the AV/mobility industry
steering the team toward surpassing client expectations
contributing to the overall success and growth of the company
establishing automotive vehicle vertical strategic plans and initiatives

Requirements

Proven experience in a senior client services role within the BPO industry or consulting organizations.
Strong understanding of AV or related industries.
Experience leading large scale global contact center operations in a mixed outsourced and in-house environment.
Proven success with introducing innovations to clients such as automated customer service technology, chatbots, and AI interfaces.
Exceptional leadership and communication skills.
Strong experience and understanding of workforce management, business intelligence and financials.
working familiarity with at least one WFM system (ex. Nice, Verint, Teleopti)
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
People First culture
inclusive environment
opportunity for internal mobility
professional growth

Applicant Tracking System Keywords

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

Hard Skills & Tools

BPO servicesclient servicescontact center operationsautomated customer service technologychatbotsAI interfacesworkforce managementbusiness intelligencefinancialsExcel P&L management

Soft Skills

leadershipcommunicationstrategic thinkingproblem-solvingclient retentionclient growth

Certifications

COPCSix Sigma