Client Services Leader

Afni has multiple Leadership opportunities within our Client Services department. We are looking for accomplished client services leaders with varying levels of proven experience in the BPO call center space. The span of responsibilities ranges from the client's single point of contact for daily partner management to the more proactive, strategic roles to optimize account growth by bringing value added solutions, innovative ways to approach challenges and optimizing technology solutions. Overall objective is to instill confidence, loyalty and trust in Afni by understanding our client's business strategies and providing consultative services that position Afni as a solution to their business needs. *Work-at-Home option considered for qualified candidates, some travel required. *

What you will be doing in a Manager / Sr. Manager level role:

  • Serve as a point of contact and subject matter expert for client partner and operational management. Be involved in the day to day operations, decision-making and center support to resolve problems and identify performance gaps.
  • Generate and present Operational Reviews to highlight program performance. This includes analyzing, evaluating and reviewing operational successes and challenges. Facilitate and participate in daily/weekly performance update calls and quality calibrations. Provide specialized performance-based analysis reports. Create and maintain specialty, transfer and ad hoc reports.
  • Partner with Afni 's Project Management team on the implementation of Client's programs -- including call routing set-up, project plan development, reporting set-up and overall on-going project management and coordination. This includes monitoring and analyzing qualitative and quantitative measurements to ensure program adherence. Be actively involved in monthly invoicing process by working with the Center management teams to collect and review billable hours and analyze monthly KPI metrics to determine discounts and/or incentives.
  • Develop business relationships with "key players" in the respective industries and partner with existing clients to align to their strategy and drive organic growth.
  • Establish and maintain positive working relationships with Center management teams through on-going support and coordination of client communications. Work closely with Center management teams to prepare staffing timelines, analyze call arrival patterns, monitor and drive performance management, create and document actions plans and work closely with the corporate support teams to make necessary adjustments.
What you will be doing in a Director level role:
  • Act as the strategic liaison to Afni's clients for consultative sales opportunities, favorable contract renewals and negotiations, long term new business and technology with a focus on revenue generation and strategic direction of the division. Serve as the point of escalation for any business partner concerns or issues.
  • Proactively focus on client's current and new line of business expansion. Recognize and sell new services to meet client needs. Assertively pursue strategic account growth.
  • Use experience to bring value add recommendations, innovations, and technology solutions to the client.
  • Support the Business Development team, engaging in key opportunities as senior level, BPO subject matter expert. Participate in major client events, network, and pursue current client referrals.
  • Lead and mentor the client services team to develop and maintain a cohesive and strategic focused effort to our business partners.

Requirements

What you will need:

  • Bachelor's degree preferred with at least 3-5+ years of relevant BPO call center leadership experience.
  • Previous account management / client relations experience required.
  • Previous supervisory or management experience required.
  • Possess exemplary verbal and written communication skills.
  • Analytical and problem solving skills are required.
  • Strong organizational skills and the ability to pay attention to detail are required.
  • Proactive thinking with a creative and solution-oriented mindset.
  • Some overnight travel required.
  • Work-at-Home option considered for qualified candidates.

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment. 

Work in and Support the Bloomington-Normal Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Bloomington-Normal community through fund raisers, community events, and other service opportunities. 

When you work here, you’ll have plenty of chances to get involved. In Bloomington-Normal, we regularly support the United Way, Big Brothers and Big Sisters, St. Jude Children's Research Hospital, Easter Seals, American Heart Association, CISAR Animal Shelter, and more.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Full-time Schedules
Full-time Schedules
Fun Events
Fun Events
Referral Bonus
Referral Bonus