Sr Manager Client Services – Hazelwood

Dimension & Scope:

The Senior Manager, Client Services is the leader of a Vertical Industry, whose team of Client Services Managers is assigned to clients within that Vertical.

The Sr. Manager, Client Services is responsible for setting up an Inbound Outbound IVR web or blended service-offering program.


The Senior Manager, Client Services has 1-2 Senior Client Services Managers, Client Services Managers, and Assistants III & III reporting to him/her. His/her team manages a portfolio of accounts in an industry vertical, and the number of such clients can range from 25-50.

In terms of revenue, the Sr. Manager is responsible for approximately $20-25 Million in annual Revenue, with Operating Profit expectations in the mid-20’spercentage-wise.


Principal Duties and Responsibilities:

-Train the Client Services Managers and other team members on how to perform their job functions.
-Design and modify new-hire Client Services Managers (and other team members) training curriculum.
-Assign Client Services Managers (or other team members) to new accounts.
-Support the Client Services Managers as they directly interface with client during requirements gathering sessions.
-Ensure that Client Services Managers hold kick-off / launch meetings to make sure all are apprised of program requirements.
-Periodically “audit” START documents to ensure process adherence.
-Support the Client Services Managers as they handle all set-up to get program up and running (including IS, telecom, EUC, media, staffing, capacity planning,
scripting, training, quality, verifications, reporting, etc.).
-Interface with attorneys on Convergys legal staff in the event that interpretation is required surrounding telemarketing rules/regulations (as it impacts a given program).
-Support Client Services Managers as they analyze daily results, and make recommendations to client on program enhancements, changes in direction, and adjunct service offerings.
-Perform touch-base calls with client contacts (and one level up) as a measure toward superior client satisfaction.
-Serve as point of escalation for client concerns.
-Submit feedback for monthly “client quadrant update” within Balanced Scorecard.
-Periodically spot-check invoices, and compare to contract.
-Ensure Client Services Managers are diligent about their contract “audits.”
-Manage team expense budget and approve travel/expense reports.
-Turn in a monthly action plan against the goals formed at the start of the year.
-Approve recommendations of service offerings to clients to solve problems and increase revenue.
-Serve as subject-matter-expert in pre-sale meetings/presentations/site visits
in order to assist Sales in closing new business.
-Advise Client Services Managers as they organize and lead formal client review
sessions/presentations.
-Make recommendations and give advice to Client Services Managers as they initiate action plans for client if Convergys is not attaining agreed-upon
metrics (e.g. conversion, % handled, etc.).
-Serve on high-level Business Process Improvement teams.
-For key accounts, analyze Ops reporting and review agent-level data, center data, and/or other appropriate information to assess performance trends and
support Client Services Managers as they recommend solutions for improvement to operations.
-Serve as point of escalation if the Client Services Managers need support in mobilizing the project team to provide optimum service to the client as well as
to achieve optimum conversion on the operations floor.
-Attend weekly all-OPS meeting to serve as key representative from Client

Education & Professional Certifications:

Bachelor’s degree in related field from a four-year college or university with
six to eight years related experience, or equivalent combination of education and experience.

Candidate Profile:
-3-5 years management experience required (overseeing professional staff).
-Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.
-Excellent time management and organizational skills.
-Excellent oral and written communication skills.
-Excellent coaching/leadership skills.
-Ability to motivate professional staff.
-Ability to present to high-level client contacts.
-Ability to travel 10-20% and work overtime as needed.
-Advanced understanding of CVG Financial metrics.
-Knowledgeable of changing techn

Apply Here