Director Client Services
full-time•Philippines
About this role
Overview
The Client Services Director will serve as the primary point of contact for the Client and is responsible for the successful operation of all programs.
Responsibilities
- The Director of Client Services will be involved in the planning, developing and managing of client projects – typically several at once.
- Will be in charge of determining a project’s schedule, scope and budget, and directing appropriate team members in fulfilling the specifications to meet client and company objectives. These professionals could also be responsible for defining departmental operating budgets, and resource, risk and scope management.
- Manages client expectations works with internal partners, such as operations staff and sales, to improve service levels.
- Communicates to each stakeholder at every step of a project is vital to maintaining successful relationships and product or service delivery.
- Determines short- and long-term resource requirements, builds and manages teams and designates responsibilities among each team member.
Qualifications
- Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, Business Studies/Administration/Management, Commerce, Economics, Finance/Accountancy/Banking or equivalent.
- Very strong orientation in high level client services and account management
- 10 years cumulative relevant experience working in a BPO Call Center environment with at least 2 years in a Director capacity.
- 2 – 5 years experience in Client Services management is required for this role.
- Must have handled diverse client portfolio and the ability to manage multiple clients.
- Excellent communication skills both verbally and written
- Exceptional problem solving skills
- Excellent negotiation skills
- Good customer service orientation
- Applicants must be willing to work on a hybrid set up (3x a week work from home) and ability to travel to the U.S. 1x to 2x a year
- Amenable to work in Shaw site.
- Ability to work on graveyard schedule
What you'll do
- The Director of Client Services will manage the planning, development, and execution of multiple client projects, ensuring they meet client and company objectives. This role involves managing client expectations and collaborating with internal teams to enhance service levels.
About ibex
ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of approximately 30 operations facilities around the world, while deploying next generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics.
ibex leverages its diverse global team of more than 36,000 employees together with industry-leading technology, including the AI-powered ibex Wave iX solutions suite, to manage nearly 170 million critical customer interactions annually on behalf of our clients, driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn.
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Frequently Asked Questions
What does a Director Client Services do at ibex?
As a Director Client Services at ibex, you will: the Director of Client Services will manage the planning, development, and execution of multiple client projects, ensuring they meet client and company objectives. This role involves managing client expectations and collaborating with internal teams to enhance service levels..
Is the Director Client Services position at ibex remote?
The Director Client Services position at ibex is based in Philippines, Philippines. Contact the company through Clera for specific work arrangement details.
How do I apply for the Director Client Services position at ibex?
You can apply for the Director Client Services position at ibexdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.