Director of Client Services

As a Director Client Services at our Customer Care team within the Customer Success division, you will play a crucial role in executing the Customer Care strategy. Your responsibilities include driving accountability through KPIs at both customer and agent levels, collaborating with peers for standardized training and QA, and working with the CX Transformation leader to implement reimagined end-to-end processes across operations. You are a highly skilled professional with extensive industry knowledge and exceptional inspirational leadership abilities. Your experience in partnering with stakeholders to drive strategic initiatives and team execution will be invaluable. Utilizing data, processes, and effective communication, you will influence outcomes and ensure accountability for yourself, stakeholders, and your team. Your interpersonal skills and ability to influence others will enable you to drive vision, team performance, customer impact, and business metrics. You are self-motivated and adept at creatively solving business challenges and seizing opportunities independently, even when faced with unclear next steps. The Customer Care team in Chennai supports customers by addressing issues across our suite of products through various channels such as call, case, and chat. Your role will involve managing day-to-day operations and performance of the team, supporting the organization in achieving shared goals, driving Continuous Improvement (CI) and Process Improvement programs to reduce intake volume, and partnering with the Director of Omnichannels to implement self-service programs and enhancements. **Key Responsibilities:** - Support direct reports in managing day-to-day operations and team performance - Assist in achieving shared goals for the Customer Care organization - Drive CI/Process Improvement programs to reduce intake volume and promote proactive reporting/self-service in collaboration with the Director of Processes and Projects - Collaborate with the Director of Omnichannels to deploy suitable self-service programs, enhancements, and monitor volume and reason-codes **Qualifications:** - 10+ years of experience in customer issue resolution - 2-5 years of experience in managing in an Omnichannel environment (voice, chat, web) - Deep understanding of contact center technologies and Workforce Management - Salesforce experience is preferred,