Team Leader of Client Service -Digital Brand Services
About The Position
CSC is seeking a passionate individual to lead the DBS West Market Service Team. Our Service Team plays a critical role in delivering on the CSC Promise, while supporting our global client base. In this role, you will partner with our Service Quality, Client Services (workflow), and Client Solutions Teams, to understand where coaching or focus may be needed within the Service Team, with the focus of developing the Service Team and ensuring they have all that they need to be successful in their role. Come join the heart of a global company and learn what it means to be a part of the DBS Service Leadership Team!
Requirements
- A demonstrated ability to lead others to achieve common goals. Setting a standard of accountability within the team, while also supporting individual’s needs and development.
- Ability to multi-task, prioritize, adapt, and deliver results in a deadline driven environment.
- Previous experience facilitating productive meetings, defining agendas, and working with attendees to ensure progress is made.
- Strong negotiation, listening, and communication skills, both verbal and written.
- Experience communicating effectively with technical teams, non-technical teams, teammates, and all levels of leadership.
- Strong proficiency in Microsoft Office, including demonstrated advanced Excel skills (pivot tables, complex formulas, etc.).
- Exceptional attention to detail.
Responsibilities
- Lead the Market Service Team, driving consistent results related to overall performance outcomes
- Conduct regular 1x1s with team including semi-annual employee reviews, and employee performance improvement discussions, as necessary
- Assist with interviews, scheduling sit-withs, and providing feedback on candidate observations
- Support the career pathing within the team and conduct team mentoring sessions, as requested and required
- Maintain time off requests and payroll records
- Partner with Service Workflow, Client Solutions, and Quality Teams, to understand where team members are excelling or where additional focus may be needed – use these insights to drive 1x1 conversations and mentoring sessions
- Stay in tune with client health within the market by maintaining a client outreach schedule and making calls to clients to obtain their feedback regarding CSC’s service and offerings
- Own your market by staying in tune with client satisfaction via onboarding follow-up calls, assessing client lifecycle, participating in Client Health discussions, and assisting with client escalations
- Help grow the market using data-driven insights and partnering with CSPs, SAMs, and Sales team members within the region, to ensure clients are getting exposure to the services that best suit their needs
- Facilitate the Voice of the Customer process by submitting enhancement requests when requested by clients
- Support your direct team colleagues, as needed
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
