Client Services Director - Games Sector

Описание

TELUS International Europe is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high-quality services since 2004. The company has more than 5,500 team members across nine delivery centers: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania); Cork and Dublin (Ireland), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 35 languages.

TELUS International is looking for a passionate and enterprising Client Services Director (Global Account Management function) to lead and develop our account relationships in the Games Sector.

Your responsibilities:

Strategic Client Relationship Management in the games sector – passionately pursuing a collaborative and strategic relationship based on a set of key games clients’ priorities and common goals within a highly competitive environment
Sales – increasing revenue, improving margins, and growing "wallet share" in current games client’s organizations through developing, proposing, implementing, and maintaining full-service solutions
Strategic and operational focus – establishing and leading the development and execution of our account strategy and roadmap with key expectations that drive all team members around a common set of goals and objectives and focused on the growth of the games clients covered.
Formulating and aligning strategies with operational objectives – identify process improvements and innovative tools to enhance service delivery aligned with our clients’ key priorities
Leadership of the TELUS International Games Sector Clients’ Community of Practice driving additional value across existing games clients and also supporting new-logo sales pursuits in the games sector.
Establishing trusted and consultative customer relationships with senior executives in games sector clients
Creating C-suite and Sr. Leader client relationships across our games client business units to build upon our value creation and drive significant sources of incremental revenue and new opportunity development within all client BU’s we can address
Developing strong service relationships with our customers, dealing with end-to-end operational issues and bringing the global team together to collectively own the end-to-end customer experience
Supporting new-logo business development pursuits in the games sector.
Provide matrixed leadership to a team of Operations, Quality, Finance, Workforce and Learning Services professionals
Provide leadership to team members accountable for 24/7 customer escalation
Implementing interdependent relationships internally enabling a concerted support strategy
Developing and executing strategic projects, initiatives and programs and/or leading end-to-end cross-functional process improvement initiatives
Ensuring clients receive differentiated levels of service and value-add by creating and executing on key deliverables based on projects targeting program innovation and thought leadership to deliver on - and exceed - all contracted service level agreements
Retaining and growing our base business
Actively participating in defining the future direction of our client's businesses and identifying new markets or business opportunities
Preparing and managing budgets to meet corporate objectives and develop plans and strategies to improve end-to-end client experience
Business and financial acumen – end-to-end operational knowledge of service delivery and assurance or customer care processes in a contact center environment and how they drive TELUS International’s financial performance
Knowledge of how sales and marketing drive new, repeat and growth business
Knowledge of key client metrics in a contact center setting (e.g. workforce management metrics, quality assurance metrics, customer satisfaction metrics, average handle time, etc.)
Global business acumen – understands business on a global scale, understands what works in many countries and what is different from country to country.

Our requirements:

Games sector experience and passion (either from: serving games clients; working in the games sector or at a minimum being a passionate gamer).
Willingness and ability to work from a home office and to travel for up to 35% of work hours
Demonstrated ability to forge positive relationships with senior level executives within client organizations
Proven success in setting the strategic direction and key expectations for the company. Ability to formulate and recommend strategies and operational objectives. Ability to use industry knowledge and identify process improvements to enhance service
Ability to grow "wallet share" in current customer's organization through moving from a transaction-based process environment to a strategic-based full-service solutions environment
Ability to negotiate and work towards common goals with an understanding of Results oriented. Ability to offer inspiration, communication, and interpersonal relationship skills to make things happen
Knowledge of client operations, client experience (internal and external benchmarks) and BPO industry
Demonstrated ability to adapt quickly to change and provide change management guidance to others
Ability to lead and motivate international matrixed operations teams
Demonstrated ability to make decisions and problem-solve based on financial and economic analysis to align with corporate strategic vision
Ability to facilitate solutions in a complex technology and business environment
Ability to work with diverse groups in terms of geography and different time zones.
Minimum 5 years in operations and/or client relationship management in a call center environment and/or 5 years experience in the games industry
Bachelor's degree in Business or related field
Experience in a matrixed leadership role, leading process improvement teams and / or self-managed work teams
Demonstrated history of success in sales and / or client relationship management
Experience in a revenue generating role
Financial acumen – ability to read and act upon financial reports and make sound business decisions that have positive business impacts
Knows the outsourcing business and the mission-critical functional skills needed to do the job; understand various types of business propositions and how businesses operate in general

We offer:

A stable job and career development opportunities
Attractive salary
Special Discounts & Offers (Food vouchers, Multisport cards, etc.)
Additional health insurance
Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)
Positive international working environment (Relax zones, PlayStation and billiard corners)
Continuous support and learning
Employee referral bonuses

If this opportunity sounds appealing to you, please send your CV!

* Please note that only shortlisted candidates will be contacted.

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Консултантски услуги

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София 1000, ул. "Алабин" 1,Телъс Тауър

Дата:

22.07.2019

Организация:

TELUS International Europe
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за TELUS International Europe може да получите ТУК