Sr Client Services Manager

Job Description:**CAN BE LOCATED in Pocatello, ID OR Moore, OK**Dimension & Scope:The Senior Client Services Manager is responsible for setting up an Inbound, Outbound, IVR, web, or blended service offering program once a client commits to running a shared program. The Sr. Client Services Manager is the focal point for client contact as well as internal coordination. As the liaison, the Sr. Client Services Manager is accountable to coordinate all aspects of program set-up, including IS coordination, forecasting, staffing, scripting, media, telecom, reporting, training, floor operations, quality measurement, data processing, verifications, and billing. The Sr. Client Services Manager is accountable to influence decisions made in how company resources are utilized to exceed client requirements. As the leader of the project team, the Sr. Client Services Manger shoulders the responsibility for program success, and profitability – both for the client and Convergys. The Sr. Client Services Manager manages from 1-3 clients, and mentors 1-3 Client Services Managers (at this time has no direct reports), and has indirect operational accountability for operations in up to 5 centers, with agent headcount of up to 3000 in the shared operating environment. The Sr. Client Services Manager has revenue responsibility ranging from $3 million to $10 million.Principal Duties and Responsibilities:-Directly interface with client during complex requirements gathering sessions.-Initiate the set-up, and informs functional areas of their to-do’s to get high-revenue programs up and running (including IS, Telecom, HR, EUC, scripting, media, staffing, capacity planning, training, quality, verifications, floor operations, reporting, etc.)-Knowledgeable of legal restrictions to ensure the scripts are in compliance with state and federal regulations.-Handle IS “Receipt & Control” process and prioritize IS requests.-Hold kick-off / launch meetings to make sure all are apprised of program requirements.Place test calls, and participate in systems testing to make sure all systems are go as program goes live.-Analyze daily results, via ops reporting in CRR/CRDB, and make recommendations to client on program enhancements, changes in direction, and adjunct service offerings. -Review agent-level data, center data, and/or other appropriate information to assess performance trends and recommend solutions for improvement to operations.-Focus on continuous improvement each day in terms of program performance.-Make recommendations for program scripting call/flow.-Assist Operations in the design of representatives incentive programs.-Approve all invoices, and compare to contract via periodic “audits”. -Complete master-pricing-document to outline all billing line-items.-Wear “sales hat” to determine client’s “pain points” and recommend service offerings to solve problems and increase revenue.-Organize and lead formal client review sessions/presentations.-Write formal monthly client report, with data analysis, and recommendations for improvements.-Initiate action plans for client if Convergys is not attaining agreed-upon metrics (e.g. conversion, % handled, etc.)-Formulate call forecasts and revenue forecasts as needed.-Ensure pricing meets BU expectations for operating profit, using tools such as the effective rate per minute report, and pro-formas issued by Finance. -Responsible for resolving any outstanding AR issues with the client. -Ensure high IS billed-to-paid ratios by scrutinizing weekly IS hours, and working with the team as to why hours are being waived.-Serve as subject-matter-expert, as needed, in pre-sale meetings to help close new business within industry vertical.Education & Professional Certifications:Bachelor’s degree in related field from a four-year college or universityCandidate Profile:-Previous management experience helpful and/or ability to mentor new employees.-Six to eight years related experience or equivalent combination of education and experience.-Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.-Ability to gather requirements for high-revenue campaigns.-Excellent time management and organizational skills.-Excellent oral and written communication skills.-Ability to present to high-level client contacts.-Ability to travel 10-15%.-Ability to work overtime as needed to fulfill client expectations.-AJob Experience:Can be located in Pocatello, ID or Moore, OKMinimum Education Required: BachelorExpected Travel Time: About 25% Contact Information: intConfig Email: Apply by Email