Client Manager
Current* Manage CC Client Specialists (CCCS)* Partner with CC Team Managers (CCTM) to deliver contractual performance guarantees* Client reporting* Develop and execute plans to improve customer satisfaction and overall quality with a focus on off-shore and off-phone processes* Represent Customer Care perspective and influence decisions by integrating with domains (Benefits and HR BPO), client and shared services.* Support new CC implementations and drive existing client change orders* Manage Customer Care delivery model, identifying out of scope services, and creating change requests* Manage and respond directly to client escalated issues* Share client knowledge and needs with CC team* Develop knowledge/content management strategy with accountability for CC Desktop tools , such as: CallGuides, CSPro, Reference Database, etc. with support from CCCS
