Oversee and support the implementation of new clients, ensuring management, compliance, and reporting for all contact center operations.

• Provide strategic direction and executive leadership to enhance client relationships, ensuring alignment with organization goals and objectives.
• Cultivate senior-level solid relationships with key stakeholders, maximizing reputation and growth within each client account.
• Lead and inspire a team of Client Service Managers, ensuring the monitoring and calibrating of customer service quality and continuous process improvement.
• Develop and implement vertical strategic plans to drive revenue opportunities aligned with clients’ strategies, collaborating with the CRO.
• Partner with the Project Management team to recommend and develop new capabilities and solutions, contributing to the overall success of clients and prospects.
• Provide strategic, transformative solutions that add value to clients’ businesses positioning yourself as a subject matter expert for the insurance vertical.
• Lead process improvement initiatives to achieve financial targets and enhance client satisfaction.
• Ensure Client Service Managers consistently meet or exceed financial and non-financial KPIs, fostering an environment of excellent client service.
• Work collaboratively across a matrixed cross-functional organization to deliver on business goals, specifically within the BFSI vertical.
• Act as an escalation point for client issues that normal channels have not resolved, demonstrating accountability for delivering value-added client solutions.
• Oversee and support the implementation of new clients, ensuring management, compliance, and reporting for all contact center operations.

• Bachelor’s Degree or above
• 5+ years of proven success experience in the call center industry
• Experience in the BPO (outsourcing)
• Champion a client-centric approach throughout the organization, ensuring client needs and expectations are met or exceeded
• High sense of urgency and commitment to client satisfaction
• Strategic thinker with the ability to develop and execute performance improvement plans
• Strong financial management skills, including budget forecasting and P&L responsibility
• Excellent interpersonal and communication skills with the ability to present in group settings
• Exceptional communication and interpersonal skills
• Demonstrated ability to negotiate win-win agreements
• Not afraid to try new things, driven to improve results constantly
• Ability to manage time effectively and juggle multiple priorities to execute high-quality deliverables