Digital Client Success Program Manager

7 days ago

Singapore OCTOPUS8 PRIVATE LIMITED Full time

**Overview**:
We are seeking a passionate Digital Client Success Program Manager is who responsible for overseeing the day-to-day operations of a BPO contact centre, ensuring exceptional client service delivery, and driving team performance. This role involves managing a team of customer service representatives, providing coaching and training, monitoring performance metrics, engaging with clients, and supporting operational activities as needed

**Reporting**:
The position will report directly to the Head of Project and Business Development.

**Responsibilities**:
**People Management**:

- Manage and lead a team of customer service representatives in a BPO contact centre environment.
- Provide ongoing coaching, feedback, and training to ensure consistent and high-quality service delivery.
- Monitor and manage attendance, schedules, and resource allocation to meet operational requirements.
- Foster a positive and engaging work environment, promoting team collaboration and employee development.

**Performance Management**:

- Establish and monitor key performance indicators (KPIs) for the team and individual agents.
- Analyze performance data and identify areas for improvement, implementing corrective actions as needed.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Develop and implement strategies to enhance productivity, efficiency, and customer satisfaction.

**Client Engagement**:

- Build and maintain strong relationships with clients, acting as the primary point of contact for all operational matters.
- Collaborate with clients to understand their business needs and ensure service delivery meets or exceeds expectations.
- Participate in client meetings, such as Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), to present performance updates and address concerns.
- Identify opportunities for process improvements and implement solutions to enhance client satisfaction.

**Operational Support**:

- Assist with workforce management, including forecasting, scheduling, and real-time adjustments to meet fluctuating demand.
- Conduct quality audits and monitor compliance with established procedures and standards.
- Contribute to the development and implementation of operational policies and procedures.

**Training and Development**:

- Develop and facilitate training programs for new and existing customer service representatives.
- Stay current with industry trends, best practices, and product/service updates to ensure relevant and effective training.
- Identify training needs and create development plans for team members to enhance their skills and knowledge.

**Technology Implementation and Management**:

- Collaborate with vendors and IT teams to implement and integrate new technologies, such as CRM omni-channel systems, AI-powered tools, and other contact centre technologies.
- Manage the ongoing operation and maintenance of existing technology solutions, ensuring optimal performance and efficiency.
- Evaluate and recommend technology improvements to enhance customer experience, agent productivity, and operational efficiency.
- Provide training and support to team members on the effective use of technology tools and systems.
- Monitor technology performance and identify areas for optimization or upgrades.

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