General Responsibilities :

• Represents and manages the client services business process requirements between stakeholders in various departments
• Key contact and Subject Matter Expert (SME) for Client Services Operations as well as internal clients’, responsible for the complete business process lifecycle
• Provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution.
• Serves as single point of contact for program or process changes, and distribution of program or process information and procedural changes; participates in change management process to evaluate risk and impacting operations in all contact centers.
• Gains and maintains familiarity with contact center applications, understanding flow of calls through IVR and ACD scripts, to serve as a liaison and work collaboratively with IT, Telecomm and Operations.
• Participate in the calibration sessions with internal/external clients, and review calls for process and product improvement
• Work collaboratively with sales or product team to gather, analyze and make recommendations based on Client data that improves the efficiencies and costs.
• Establish and strengthen relationships with business partners, with a focus on auction operations.  Builds and defines operational standards based on department and corporate objectives across Client Services sites for purposes of consistency, accountability and quality.
• Supervise function, including client- and team-friendly workflow, policies, and procedures.
• Develop and support empowered, Client-focused culture. 
• Develop appropriate processes and success measures, and manage ongoing support and refinement of them. 
• Recruit, hire, train, retain, coach, and develop team using excellent leadership and management skill. 
• Participate in determining, and then deliver service standards that will delight our accounts.
   

Qualifications :

• Minimum of five years of effective supervisory or management experience is required, preferably working with a committed, senior, and empowered client service team.
• BA/BS degree in related field and 7+ years of related experience with at least 1 year experience in a management or lead role; or an equivalent combination of education and work-related experience.
• Ability to work in a fast paced, deadline oriented, multi-task, team environment in which strong attention to detail is expected.
• Superb communication, follow-up and Client service skills.
• Excellent time management and multi-tasking skills.
• Working knowledge of Internet applications, MS Outlook, Word and Excel.  Knowledge of internet applications and/or Manheim
• Ability to accommodate flexible hours in a dynamic environment.
• In-depth knowledge of contact center business processes  and standards to enable improvement in both service delivery and profitability
• Ability to interpret and analyze contact center statistics, client behaviors and other activities to optimize Client Satisfaction and maintain proper workload distribution.
• Must be familiar with Client Services applications.
• Must have project management experience
• Client facing experience
• Leads by example with a strong desire to improve the internal and external client experience
• Strong problem solving skills, resourceful and demonstrates effectiveness in making decisions.
• Possess a positive attitude and ability to effectively manage changing demands.
• Strong advocate of culture and continually reinforces the company Mission, Vision and Values.
• Excellent organizational and problem solving skills
• Present a professional and positive image by adhering to organizational policies and procedures.