Operations analystTTEC

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Client Services Manager
The Client Services Manager is responsible for coordinating all aspects of the program including forecasting, staffing, scripting, media, telecom, reporting, quality measurement, data processing, floor operations, training, quality, verifications and billing.
Service requirements include:
1. Serve as a single point of contact within Supplier for resolution of program issues
2. Provide a single point of ownership within Supplier for the overall program's operational effectiveness,
which includes:
3. Customer Service Focus: Support the development and maintenance of customer service centric
organization.
4. Tactical Focus: Monitor, respond, communicate and resolve operational issues related to the program. The
scope includes, but is not limited to, regular review of reports, monitoring calls, reviewing Customer escalations,
daily meetings with Supplier and Sales Contact Center personnel, and participation in regular operations review
with HP
5. Operational Focus: Proactively monitors the program for trends that indicate opportunities for improvement.
Define action plans to effect changes, assemble and direct Supplier and partner resources to implement these
changes. Participates in regular call monitoring for quality purposes and understanding of current business
conditions
6. Strategic Focus: Proactively monitor industry and competitive trends and capabilities to identify and
recommend enhancements to the existing Program to ensure best-in-class performance. Rationalize the benefits
to HP and champion adoption of the enhancements within Supplier and HP.
7.- Handle all program projects as junior project manager.
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.
TTEC

Cebu City, Cebu
Permanent
Full-time