Provide functional management of teleservices program (s) ensuring Client retention, satisfaction and growth of existing Accounts.
Coordinate, monitor, and track deliverables to ensure legendary service delivery to the Client Company (s).
Serves as one of the points of contact for client and act as client advocate.
Build and maintain positive relationships with clients and all internal departments to deliver service as outlined in the program objectives.
Offers ALORICA solutions to enhance Client performance, expand the services provided by ALORICA, and grow account revenue.
Works with Operations to document business requirements, KPIs/metrics and program set-up features to meet client s specifications.
Conduct daily/regular internal meetings to review Teleservices performance.
Participate in call monitoring/calibration sessions.
Partner with Operations to develop staffing needs and weekly, monthly, quarterly schedule.
Identify and communicate processes to continually enhance the quality of services to clients as well as improvements to productivity and business/client financial goals.
Prepare and review client invoices for accuracy and assure billing accuracy/integrity.
Assist in the management of internal financial forecasting requirements for their individual program(s) or in support of other Team Members. 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.
Ensure timely delivery of accurate client activity reports.
Conduct regular Client Satisfaction Surveys and evaluations (informal and formal).
Manage startup of new program campaigns or expansion of client work.
Other Related Duties
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.
May be asked to participate in Client entertainment and business travel (to client sites) on regular basis for client meetings and operational reviews. May be called upon to develops and maintain relationship as a point of Client contact for internal and external information.
Ciudad: Santo Domingo
