VP, Client Services, AV
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Job Description
VP, Client Services ensuring exceptional delivery and growth for a BPO company. Leading partnerships with high-profile clients in AV/mobility industry to exceed expectations.
Responsibilities:
- 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
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