Client Services Manager

As a Manager, you will be responsible for: Position Duties: Manage a team of approximately 50 plus high end product support consultants in a B2B environment. Manage and maintain key SLAs during US hours. Responsible for the development and management of staff members, Tier 1 and Tier 2 level management personnel. Recruit and groom future team members. Devise and execute reports to ensure high level of performance Identify, innovate and execute business ideas to improve service delivery Identify opportunities to improve and drive efficiency/top line Monitoring team performance and service calls to ensure the delivery center goals are met Writing and conducting performance evaluations, making employment decisions, seng up performance goals and targets for assigned team Draw up reports for the analysis and make presentations for senior management Manage communication with internal and external clients Draw up business case for action, me plan for execution and present to the Director for approval and execution Candidate Requirements: The ideal candidate should be managing a group of 100 plus agents in a high end B2B support Process (preferably tech. support) and should possess 7-8+ years of experience in a management position Well versed with modern day work force management practices and QA processes Very strong people management skills required Strong business acumen, ethics and high integrity Passionate about customer advocacy Must possess excellent presentation and analytical skills Ability to track key performance metrics and take business decisions Ability to identify, model and implement solutions for business situations and client needs Very proficient with software packages of Microsoft Office