Description Position Summary: This leadership position requires strong experience with client interaction, consulting, communication and presentation skills. The ability to work independently and cross-functionally to initiate and drive the program to continued success and growth. This position partners with the Client, Operations, Training, Quality, Leadership, Finance etc. to ensure the program and Alorica success. This candidate will be point of contact for any customer care related issues for assigned account(s). Additionally, this position will be responsible for Customer Experience improvement initiatives, new product launch and new policy/process/workflow change management as it is related to assigned account(s).

Position Job Description:

Including, but not limited to: Serves as one of the points of contact for client and act as client advocate.Provide functional management ensuring Client retention, satisfaction and growth of assigned Accounts Build and maintain positive relationships with clients and all internal departments to deliver service as outlined in the program objectives Coordinate, monitor, and track deliverables to ensure legendary service delivery to the Client Works with Operations to document business requirements, KPIs/metrics and program set-up features to meet client's specifications Functions as Project Manager for all open projects for account.Audits information from other departments and acts as point of contact for project status.Work with Client Services management to handle any concerns, problems, and/or objections the client may have relating to the planned program and the associated business objectives Conduct regular Client Satisfaction Surveys and evaluations (informal and formal) Manage startup of new program campaigns or expansion of client work as required Implements best practice methodology to ensure team is following the most effective business operations approaches May be involved in the negotiations of contract terms for Client relationships.May communicate/participate in daily Monthly and Quarterly business review sessions with Clients.May be called upon to suggest balances of resources across functional departments to meet client specifications and internal financial goals.

May be called upon to facilitate, coordinate and manage the development and implementation of the client program acting as one of the primary contacts to the client and all interacting internal development Facilitates Change Management Request Process both internally and externally as required for assigned Account Leads preparation of data to the client as part of weekly/monthly/quarterly business reviews Manage client ad hoc requests which may require facilitation across multiple functional areas both internally and externally Support data analysis, research and reporting for assigned Account(s) Identify any changes in scope including escalation for approval as required Identify project and program risks and manage risk mitigation plans Identify resource constraints and work with management to address those constraints Facilitate cross functional status meetings and prepare status reports Work closely with other functional teams for collaborationQualificationsPosition Qualifications:

Minimum Education and Experience: * Bachelor's degree from an accredited university or college with major course work in business, marketing, communications, retail management, a related field; In lieu of Bachelor's degree, a combination of work experience and education may be considered * Master's Degree a Plus * Previous experience (1 year +) in Project/Program Management type function * Previous experience (1 year +) in Client Management * Familiarity or experience in Contact Center Technology, Operations or Applications a Plus Knowledge, Skills and Abilities: * Expert Microsoft Office Skills (Word, Excel, and Powerpoint) * Microsoft Project and/or Visio Experience a plus * Excellent interpersonal, written and oral communications and organizational skills * Excellent time management skills * Ability to effectively communicate with various levels of management (both internally and client facing) * Flexibility and versatility in problem analysis and resolution * Ability to work outside of normal business hours, as necessary, to meet client expectations

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