Job description

Duties & Responsibilities:

Client Facing Responsibilities

Day-to-day interface with client(s) for leadership and operational updates, issues, program changes and opportunities.
Acts as a primary interface with the client on escalated issues and provides status of issue inquiries, updates and resolutions to the client and key Rex-D leadership.
Effectively present business results, initiatives and other data and represent Rex-D’s core values and strengths at all times.
Prepare, generate and develop client presentations, data validation and first level analysis of reports to be presented to internal and external stakeholders. Participate in leadership meetings both internally and externally.
Actively participate in a leadership role in all Business Reviews, Calibrations, etc. for assigned campaign(s).
Support the client on issue resolution or escalations pertaining to single or multiple processes within a given line of business within the assigned Delivery Center(s).
Document and effectively communicate all initiatives, new processes or enhancements prepared in collaboration with Operations, Training, Quality, Client Services, Client Operations, Development, etc.

Service Delivery and Performance

Review and understand KPI performance of an assigned account(s) and partner with key internal and client leadership on the committed performance criteria.
Partner with key Rex-D leadership on action plans and root cause analysis for performance opportunities, including follow up and measurement of plan execution.
Schedule regular discussions on strategy and tactics with Rex-D operations leadership and client.
Cascade all client feedback and inputs to internal teams

Reporting and Communication

Analyze reports and provide trending and analysis as appropriate on performance delivery, efficiency and financial goals
Functional Department Coordination
Understand the role and contribution of other functional groups and how Client Services impacts and is impacted by other functions.

Qualification & Experience:

5-8 years in a Call Center/Contact Center Management role. Preferable experience managing leadership in a BPO/Outsourced environment with Client-interaction responsibilities.

Skills Required:

Excellent communication skills (both written and oral) as well as interpersonal and relationship building skills. Preferably with experience in multinational company in a multicultural setting.
Highly analytical and must be results-oriented with a strong foundation of integrity.
Computer literate with basic knowledge of financial planning, analysis, and forecasting.
High level of maturity and sense of responsibility.
Working knowledge of the principles and practices of industries relevant to the client supported and Rex-D’s growth goals. Regularly applies principles, theories and concepts, and has the ability to determine a course of action based on these guidelines or operational requirements.
Strong leadership, consulting and organizational commitment
Highly organized and detail oriented.
Proven ability to work successfully in a team environment.
Must be able to work in different time-zones