Director, Client Services Operations

PRIMARY OBJECTIVE(S):

Responsible for all performance and activities within a single location, including, but not limited to, training, mentoring/motivating, business development, candidate recruiting, conflict resolution, customer service and retention, intra-business unit synergies, P&L responsibilities. He/she is responsible to manage and develop a team as well as lead by example, particularly in the area of production.

 

Experience in the following areas: high volume call center management, front office/back office software support, subscription or continuity sales, and project management and software implementation.

PRIMARY RESPONSIBILITIES:

- Build a team environment through effective leadership. Ability to ?lead by example? in all areas of the business.
- Understand and implement strategies designed to retain clients.

- Assure processes and quality performance is maintained.
- Focus individual analyst activity on service and sales.
- Recruit, train and mentor new associates in all areas of the business.
- Manage customer servicing and satisfaction through consistent, superior quality service. - - - - Establish longer-term strategy and plans.
- Orchestrate the completion of a detailed business plan on an annual basis, to grow the office(s) and achieve revenue objectives.
- Establish and manage team and individual goals to achieve plan.
- Effectively communicate the vision, mission, values and goals of the organization

- Active participation in client engagements.

 

MINIMUM QUALIFICATIONS:

? Prior experience in Call Center REQUIRED
- Undergraduate degree required. Masters Degree a plus.
- Three to six years of relevant business experience required with proven abilities to build and lead a team.
- Project management skills.
- Proven track record of quantified sales and service abilities within a similar environment.
- Ability to development high performing consultants and teams.
- Solid accounting skills/work experience.
- Ability to handle multiple priorities simultaneously.
- Sound judgment as demonstrated through decision-making.
- Orientation to detail and follow-up skills.
- Leadership, management and team building skills.
- Ability to successfully interface with clients (internal/external).
- Demonstrated understanding of the corporate environment.
- Strong interpersonal and communication skills.

 

 

To apply to this position, please click here.

 

 

 

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

 

The Thomson Corporation is a leading global provider of integrated information solutions to business and professional customers.

 

Thomson provides value-added information, with software tools and applications that help its customers make better decisions, faster. We serve more than 20 million information users in the fields of law, tax, accounting, higher education, reference information, corporate e-learning and assessment, financial services, scientific research and healthcare.

 

The Corporation's common shares are listed on the New York and Toronto stock exchanges (NYSE: TOC; TSX: TOC).

 

Our employees embrace a number of commonly shared values - collaboration, accountability, customer focus, a bias toward action and results, appreciation and respect for diversity, entrepreneurial spirit and, at all times, the highest ethical standards.  These values represent the behavior each employee is expected to exhibit in their role.  In our view, fostering a culture that embodies these values will lead to success and growth for our employees and our business.

 

The Thomson Corporation is proud to be an Equal Employment Opportunity/Affirmative Action Employer.