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Client Services Leader

Afni, Inc.

Opelika, AL - Bloomington, IL - Tucson, AZ

Not provided

$63,000 - $95,000

1 month ago

Job Description

Afni has multiple Leadership opportunities within our Client Services department. We are looking for accomplished client services leaders with varying levels of proven experience in the BPO call center space. The span of responsibilities ranges from the client's single point of contact for daily partner management to the more proactive, strategic roles to optimize account growth by bringing value added solutions, innovative ways to approach challenges and optimizing technology solutions. Overall objective is to instill confidence, loyalty and trust in Afni by understanding our client's business strategies and providing consultative services that position Afni as a solution to their business needs. *Work-at-Home option considered for qualified candidates, some travel required. *

What you will be doing in a Manager / Sr. Manager level role: Serve as a point of contact and subject matter expert for client partner and operational management. Be involved in the day to day operations, decision-making and center support to resolve problems and identify performance gaps. Generate and present Operational Reviews to highlight program performance. This includes analyzing, evaluating and reviewing operational successes and challenges. Facilitate and participate in daily/weekly performance update calls and quality calibrations. Provide specialized performance-based analysis reports. Create and maintain specialty, transfer and ad hoc reports. Partner with Afni 's Project Management team on the implementation of Client's programs -- including call routing set-up, project plan development, reporting set-up and overall on-going project management and coordination. This includes monitoring and analyzing qualitative and quantitative measurements to ensure program adherence. Be actively involved in monthly invoicing process by working with the Center management teams to collect and review billable hours and analyze monthly KPI metrics to determine discounts and/or incentives. Develop business relationships with "key players" in the respective industries and partner with existing clients to align to their strategy and drive organic growth. Establish and maintain positive working relationships with Center management teams through on-going support and coordination of client communications. Work closely with Center management teams to prepare staffing timelines, analyze call arrival patterns, monitor and drive performance management, create and document actions plans and work closely with the corporate support teams to make necessary adjustments. What you will be doing in a Director level role: Act as the strategic liaison to Afni's clients for consultative sales opportunities, favorable contract renewals and negotiations, long term new business and technology with a focus on revenue generation and strategic direction of the division.  Serve as the point of escalation for any business partner concerns or issues. Proactively focus on client's current and new line of business expansion. Recognize and sell new services to meet client needs. Assertively pursue strategic account growth. Use experience to bring value add recommendations, innovations, and technology solutions to the client. Support the Business Development team, engaging in key opportunities as senior level, BPO subject matter expert. Participate in major client events, network, and pursue current client referrals. Lead and mentor the client services team to develop and maintain a cohesive and strategic focused effort to our business partners.
What you will need: Bachelor's degree preferred with at least 3-5+ years of relevant BPO call center leadership experience. Previous account management / client relations experience required. Previous supervisory or management experience required. Possess exemplary verbal and written communication skills. Analytical and problem solving skills are required. Strong organizational skills and the ability to pay attention to detail are required. Proactive thinking with a creative and solution-oriented mindset. Some overnight travel required. Work-at-Home option considered for qualified candidates.

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