Sr Manager Client Service Manager
Sr Manager Client Service Manager
Posted on :
05-12-2024
Employer Active
1 Vacancy
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Job Description
Key Responsibilities:
1. Client Relationship Management:
Act as the primary point of contact for international clients ensuring clear and effective communication regarding service delivery issues and business requirements.
Build and maintain strong longlasting relationships with clients understanding their needs and aligning the call center operations to meet those requirements.
Manage and oversee the implementation of new services ensuring client expectations are met and the process runs smoothly.
Regularly engage with clients through meetings calls and performance reviews to address concerns and gather feedback.
Ensure that all client contracts and SLAs are adhered to and that any deviations are managed effectively
2. Operational Oversight and Service Delivery
Oversee the daytoday operations of the call center ensuring optimal service delivery to international clients in line with SLAs and KPIs.
Monitor and analyze operational metrics such as call volume service level agreements average handling time customer satisfaction (CSAT) and firstcall resolution rates.
Ensure that the call center agents are trained and equipped to handle international clients with diverse needs.
Identify potential process improvements to enhance service quality efficiency and client satisfaction.
Monitor and analyze operational metrics such as call volume service level agreements average handling time customer satisfaction (CSAT) and firstcall resolution rates.
Ensure that the call center agents are trained and equipped to handle international clients with diverse needs.
Identify potential process improvements to enhance service quality efficiency and client satisfaction.
3. Quality Assurance and Continuous Improvement
Conduct regular quality assessments and audits to ensure the call center maintains high service standards.
Ensure all agents are consistently providing excellent customer service while adhering to
Ensure all agents are consistently providing excellent customer service while adhering to
Employment Type
Full Time
Key Skills
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