Director of Client Services Delivery

Help Build an Industry: Director of Client Services Delivery at Presidium Inc.

About Presidium

Presidium, a recent inductee into the Inc. 500, is the leading provider of Service Delivery Platform solutions for higher education. Our offerings include IT, Financial Aid, and Enrollment Management service solutions and our mission is to streamline the service experience at colleges and universities. We are in the midst of milestone growth and are seeking motivated, talented, and dedicated individuals to join our team.

The Director of Client Service delivery will ensure that all client service level agreements are adhered to at all times.  The Director will work closely with the Vice President of Contact Center Operations, Account Management, and support services on behalf of the client.  The Director will coordinate resources across the organization to ensure that client performance enhancement planning is executed and reported back to the client in a timely manner.  The Director will also be fully aware of and be able to articulate at the executive level the status of all client performance and perception. 

If you thrive on integrating your industry knowledge into the daily operations of an industry leader, then learn a bit about Presidium and send us a tailored cover letter and resume detailing why you are the ideal candidate to the contact information below.

Essential Functions

Fueled by amazing success over the past six years, Presidium continues to improve its service delivery and seeks a Director to drive and lead that effort.   

The Director of Client Services Delivery will be responsible for:

• Ensure that all operations personnel are fully versed in the specific language of all client contractual service level agreements.


• Ensure that all client satisfaction scores are reviewed in real-time, and that actions are taken immediately to mitigate deficiencies in areas affecting overall client health.

• Ensure that client performance reporting of key performance indicators, call quality, and other client specific metrics is available in real-time based on contractual service level agreements.


• Develop action plans that positively impact client contractual service level agreements.


• Charter teams consisting of operations and support services personnel to action performance enhancement strategies.

• Communicate positive performance and deficiencies across the organization, and the steps being taken to improve results.


• Proactively communicate performance deficiencies to account executives.


• Assist in meeting financial performance goals at all levels of the organization.


• Recommend strategies to operations group and client operations on methods to help drive a consistent experience for callers.

Background and Qualifications

This position requires a solutions-oriented expert in Call Center Operations. The right individual will truly enjoy contributing at a strategic and tactical level in a rapidly changing environment.

• Bachelor’s Degree preferred (or a combination of post secondary education and at least 6 yearsof call center management).

• Ten years of Call Center experience is a minimum, with five of those years in management experience at Director level with at least two levels between the director and the line staff.


• Minimum of four years outsourcing Call Center environment experience preferred.


• Excellent Oral and Written Communication Skills.


• Ability to Create and Understand Financial Reports.


• Ability to Motivate and Develop Others.


• Ability to Build a Positive Working Environment.


• Ability to self-direct and work with minimum supervision.


• Ability to learn and follow through on problem resolution.


• Must work well in fast-paced, flexible environment.


• Ability to understand complex problems, and develop actionable steps to improve performance.

Position reports to: Vice President of Operations

Location

Join us in our main campus here in Reston, Virginia. 

Compensation

Presidium offers competitive salaries commensurate with experience.  The Director of Client Services Delivery will receive a base salary and is eligible for a quarterly bonus based on attainment of company and individual objectives. 

How to Apply

If you are up for the challenge, please learn a little bit about Presidium and let us know why you are the best candidate for the job. Email your targeted cover letter, resume, and salary history to indicated email. Please include D-CSD in the subject line of your email.