Senior Manager: Client Services - Charlotte, NC

  • DXC Technology
  • Charlotte, NC, USA
  • May 18, 2018
Full time

Job Description

Job Description:

Essential Job Functions

  • Manages the client service program to ensure timely and accurate service per service level agreements. Develops operational objectives and work plans. Implements and interprets client service policies and procedures to ensure optimal service.
  • Plans, develops, and manages the quality assurance process and related training to ensure quality customer service.
  • Develops and executes processes, tools, and training of senior staff to ensure successful launch of new products.
  • Provides guidance to senior staff in the resolution of complex client service needs to ensure accurate technical support information. Develops procedures to address client dissatisfaction and the markers employed to monitors dissatisfaction levels.
  • Develops the procedures employed to monitor the perceived quality of client interaction with staff to ensure standards of quality are met.
  • Works with other departments to improve processes and quality of customer interaction by reviewing customer satisfaction survey data and identifying areas for improvement.
  • Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.
  • Prepares, recommends and oversees development of operating and personnel budgets. Monitors spending for adherence to budget plans, develops and recommends variances. Performs and/or oversees budget analysis.

Basic Qualifications
  • Bachelor's degree or equivalent combination of education and experience
  • Master's degree in business management, computer science related field preferred
  • Twelve or more years of client service experience
  • Eight or more years of leadership or supervisory experience
  • Experience working with company products and operating systems
  • Experience working with the company escalation policy

Other Qualifications
  • Strong interpersonal skills for interacting with team members and clients
  • Strong human relations skills to select, develop, mentor, discipline and reward employees
  • Strong communication skills to communicate with staff, customers and management
  • Strong organization and time management skills
  • Strong analytical and problem solving skills
  • Ability to lead and direct multiple projects and employees