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.
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
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
About DXC Technology
DXC Technology helps clients harness the power of innovation to thrive on change. For more than 60 years, we have successfully guided the world’s largest enterprises and government agencies through successful change cycles.
We take pride in our technology independence and our role as a trusted advisor. Our deep experience gives us a clear and confident vision to help clients navigate the future.
As the world’s leading independent, end-to- end IT services company, we are uniquely positioned to lead digital transformations — creating greater value for clients, partners and shareholders, and presenting growth opportunities for our people. We are among the world’s best corporate citizens.
We have 150,000 employees in more than 70 countries, serving some 6,000 clients. We tap into global talent, powerful next-generation IT solutions and extensive partner relationships to help clients transform digitally and seize opportunities.
Our extensive partner network helps us drive collaboration and leverage technology independence. We have established more than 250 industry-leading global Partner Network relationships, including 15 strategic partners: Amazon Web Services, AT&T, Dell EMC, HCL, Hitachi, HPE, HP, IBM, Lenovo, Micro Focus, Microsoft, Oracle, PwC, SAP and ServiceNow.