Senior Director, Client Results

Liveops; Brasil; Teletrabalho; BRL 160.000 - 200.000; Tempo integral

Resumo da oferta

A virtual call center is seeking a Senior Director of Client Results to lead day-to-day account operations. This role involves managing performance strategies, ensuring customer satisfaction, and fostering team development in a fast-paced environment. Ideal candidates have extensive contact center experience and a proven track record in multi-level management. Competitive salary and benefits are offered.

Serviços

Insurance

401k match

Flexible vacation plan

Qualificações

• 10+ years of contact center/BPO experience.
• 6 years prior multi-level management experience.
• Proven track record of success.

Responsabilidades

• Provide leadership for account operations.
• Manage metrics and ensure customer satisfaction.
• Supervise development and execution of performance strategies.

Conhecimentos

Contact center/BPO experience

Multi-level management experience

Interpersonal skills

Organizational skills

Formação académica

Bachelor’s Degree or equivalent work experience

Descrição da oferta de emprego

Sr Director, Client Results

This position will provide leadership and direction for the day to day operations of account(s).

The Purpose of Your Role

The Senior Director of Client Results is responsible for overall operations and operational performance. The Senior Director will be the senior point of contact for day-to-day management of the business; the ability to offer solutions and new ideas to promote program success, revenue growth, and profitability. He/she will be responsible for overseeing the management and coordination of various support functions and activities for accounts. The Senior Client Results Director will direct and supervise the development and execution of performance strategies to maximize results. He / she will work cross-functionally and direct all necessary support initiatives for accounts. Leadership will need to be tactical with a key emphasis on maximizing KPI, customer care, quality assurance, workforce planning, recruiting, coaching, and training.

The Qualifications We’re Looking For

• Bachelor’s Degree or equivalent years of work experience required
• 10 + years of contact center/BPO experience
• 6 years prior multi-level management experience
• Proven demonstrable track record of success
• Team player able to collaborate with cross-functional teams
• Exceptional interpersonal skills in a team environment
• Experience with interacting and influencing clients’ outcomes
• Executive Presence
• Strong Organizational, multi-tasking, time management skills
• Travel up to 25% when it’s safe to travel

The Competencies You Bring

External (Strategic) Awareness, P&L Ownership, Dealing with Ambiguity, Organizational Awareness, Business Acumen, Results Orientation

The Value You Deliver

Development and Execution of Strategic Account Plan

• Responsible for overall success of program(s) and account health
• Define and manage metrics, ensure customer satisfaction, and report statistical performance levels to appropriate groups
• Perform senior-level Client negotiation and management skills, with clear and substantive speaking, writing, and presentation skills
• Develop customer communication strategies
  • Establish and communicate the service standards to the operations team so that quality customer satisfaction is achieved
  • Senior point of contact for senior Client contacts and escalations
• Develop Trusted Adviser partnerships at the senior-level
• Account Plans
  • Build relationships at all levels
    • Ensure multi-level coverage
  • Strategize the planning, developing, and directing of the customer service program
  • Direct and supervise initiatives and deliverables in Account Plans
• Growth and Profitability Strategies
  • Direct analytic, strategic and technical resources to meet client expectations and ensure satisfaction
  • Foster and create business innovation to drive increased performance and adoption
  • Oversee multiple projects at once and ensure strong integration across the organization
  • Ensure Directors and Managers are trained on all aspects of applications and reporting; which will require research tools, as well as excellent writing and presentation skills

Responsible for account P&L

• Entire book of business and individual accounts
• Identify additional revenue streams within install base

Promote active agent engagement and advancement

• Oversee attrition rates, incentives and rewards, Statement of Work adherence, quality, communication
• Direct performance optimization strategies to further improve agent productivity and performance

Business Calibration

• Drive cross-functional calibration with support functions and teams, e.g. (Workforce Management, Professional Services, Talent Acquisition and Onboarding)
• Regular touch points with Clients, Directors, Managers, Agent Results Advocates & Agents
• Manage up to VP and Leadership
• Create an effective process and information flow between Client Results Team and Cross Functional Teams
• Serve as Client Results advocate and liaison for company-wide projects and initiatives

Employee Management

• Day-to-day supervision of resources, including sourcing, coaching, performance management and employee development
• Developing bench strength within the team directly and by creating a culture of professional development
• Responsible for succession planning with Directors and Managers, and oversee succession planning for Agent Results Advocates
• Foster a productive and empowering work environment at all levels
• Mentor and develop his/her team and direct them in finding creative solutions for both client and internal challenges, foster knowledge-sharing across all verticals internally to ensure collaborative and informed work
• Provide team with necessary tools and training to improve core expertise and continued career growth
• Create an effective process and information flow between Directors and Managers

Budget Support

• Execute against established annual department budget to attain business goals with operational stability

About Liveops

Liveops is a virtual call center offering an on-demand skilled workforce of onshore virtual agents for all customer service and sales needs.

With more than 20 years of experience offering flexibility, scalable talent and meaningful work, Liveops has been improving the lives of its agents, clients, and employees by creating endless opportunity. Our virtual-flex model has enabled more than 400 organizations across service industries including retail, healthcare, insurance, tax, telecom, and government to trust Liveops to deliver a fully scalable enterprise workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

Liveops exists to improve the lives of our agents, clients and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Legal authorization is required to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.