Client Services Manager

Client Services Manager - Call Center

Location: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C.

Job Type: Full-time

Job Objective: The Client Experience Executive at Redial BPO serves as a crucial intermediary and primary point of contact for our clients. This role is responsible for fostering strong client relationships, ensuring timely communication, and coordinating with operational and administrative teams to achieve and improve service delivery processes and overall client satisfaction.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong, long-term client relationships. Act as the main point of contact for all inquiries, concerns, and feedback.
• Operational Coordination: Ensure clear communication of client agreements to internal teams. Coordinate action plans to address client needs and improve service delivery.
• Communication & Reporting: Provide timely and clear information to clients and internal stakeholders. Prepare and present reports on client performance and satisfaction.
• Problem Solving: Proactively identify and resolve client issues, escalating complex matters when necessary.
  Process Improvement: Collaborate with internal teams (Operations, QA, Training) to enhance customer experience and streamline processes.

Qualifications:

• Experience: 2-3+ years in a client-facing role, preferably in a BPO or call center. Experience as a Call Center Operations Manager (6 months).
• Skills: Exceptional communication (verbal and written), strong negotiation, problem-solving, and analytical skills. Proficient in MS Office Suite and CRM software.
• Attributes: Highly organized, detail-oriented, customer-centric, and able to thrive in a fast-paced environment.
• Education: Business Administration degree or similar (Preferable)
  

Skills:

• English level: C1 (Advanced).
• Great communication and interpersonal skills (verbal and written).
• Strong negotiation and conflict resolution abilities.
• Excellent problem-solving and analytical skills.
• Intermediate advanced computer skills, including MS Office Suite (Word, Excel, PowerPoint) and CRM software.

Schedule: Monday to Friday, with availability from 6 AM to 5 PM PST (or as per business needs).

What Redial BPO Offers

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to be part of an award-winning company committed to excel

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.