Senior Client Service Manager (Honduras)

Position Summary:

The Senior Client Service Manager is often the main point of communication between clients and the company. They must maintain good business relationships with current clients. Also, they are expected to handle and resolve client queries, develop strategies for improving customer service, train other client services staff, and participate in client onboarding.

Responsibilities:

• Participate in regular business reviews.
• Perform internal quality control check-ins with assigned teams.
• Support team leads and managers in establishing KPIs and meeting their client goals.
• Provide the leadership team with status updates and solutions to milestones, deliverables, risk assessments, etc.
• Foster a problem-solving environment demonstrating teamwork and innovation.
• Establish a standard and encourage the learning and sharing of best practices.
• Craft best practices and templates based on program needs/requirements.
• Conduct staff performance reviews to assess needs, cost/benefit analysis, and other operational strategy assessments.
• Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
• Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
• Maintain consistent professional improvement through company-provided workshops, tracking BPO trends, and active participation in team projects.
• Prepare weekly and monthly KPI reports for submission to executive management

Required Skills/Abilities:

• Excellent (near-native) writing in English is a requirement for this job.
• Experience running large CS teams.
• Amazing customer support, phone support experience preferred.
• Tech-savvy and Advanced proficiency in G-Suite**/**MS Office.
• Experience successfully managing and mentoring other people is a plus.
• Experience leading hiring and interviews, training, and quality control programs.
• Track record of building positive relationships with employees and partners.
• Strong work Ethic And a talent for bringing out the best in others.
• Passionate about sharing knowledge and helping others.

Education and Experience:

• 5+ years experience in similar roles.
• Bachelor's Degree in Business or related fields
• Master's degree preferred