You will be the client manager in an international, dynamic and informal organization. You will be the leader of an international team of more than 50 highly qualified and energetic people! The team consists of team managers, second line project specialists and first line brand ambassadors. You will be responsible for the entire customer project, both commercially, financially and operationally. You will work closely with the global team and the client to drive performance improvement and predictability.
You are the connecting link between the Webhelp client and the Webhelp internal customer team. The partnership between Webhelp and their clients is vital, since Webhelp does a lot more than just provide services. Webhelp is embedded in their clients value chain, bear the responsibility of the full Customer Experience and - Journey on their client’s behalf. This is a complex situation, requiring you to be able to act and work in an operational, tactical and sometimes strategic setting.
Contact centre management: You will be ultimately responsible for monitoring and improving KPI’s, processes and the Webhelp Way of Working.
Tactical and strategic management: applying structure and focus to complex client projects.
You should be able to separate the principal from the minor issues and be able to start a conversation with the client if new developments are necessary. For this you will be required to deliver vision and solutions and develop a plan.
People management: you are a part of the team and know exactly what is going on. You look after needs of both client and co-workers and find a balance between the two. You do not delegate, but facilitate and are able to be a leader and a coach at the same time; that is what we believe in.
Project management: You are able to perform pragmatic- and project-based work. You connect your entire project team through good communication and presentation because you take care of clear follow-up and planning.
Account management: You are a relationship manager who knows what it means to be the face of Webhelp. You inform the client of what we can provide to realize the best Customer Experience in combination with the client’s goals. Partnership is the main focus for this position within our organization.
You take action with regard to the ‘profit’ and ‘loss’ of the client and have sound knowledge of and experience working with budgets and financial targets.
The drawing up of correct management information, cost calculation and other calculations pertaining to the (required) service. You report on this information to the Operations Manager.