Vice President, Client Services
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Job Description
Vice President managing client relations in BPO services for a transportation industry leader. Leading operations and strategic planning while enhancing client satisfaction.
Responsibilities:
- 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
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