Client Services Lead - ABC

Axos Business Center, Corp About This Job Operations Leader to oversee and optimize our client interfacing operations and requirements. In this critical role, you will lead all aspects of daily contact center activities, spearhead migration projects, drive performance improvements through data analysis, and manage workforce needs. Youll work closely with internal and client-side stakeholders to ensure smooth operation and the achievement of key performance targets.

• ¬Operational Leadership: Oversee all day-to-day operations within the BPO contact center, ensuring processes and procedures are followed to meet client expectations and contractual obligations. ¬Migration Management: Lead the planning, coordination, and execution of migration projects, ensuring seamless transitions of client processes into the BPO contact center environment. ¬Performance Reporting: Develop and maintain comprehensive performance dashboards. Analyze performance data to identify operational trends, areas for optimization, and potential risks. Prepare and present regular performance reports to management and clients. ¬Workforce Management Collaborate with HR to forecast staffing needs, manage hiring and training schedules, optimize shift patterns, and handle attendance tracking and timekeeping. ¬Process Improvement: Proactively identify opportunities to streamline processes, increase efficiency, and enhance the customer experience. Implement and track process improvement initiatives. ¬Team Leadership: Motivate, mentor, and develop a team of contact center agents and supervisors. Foster a performance-driven culture focused on results and client satisfaction. ¬Problem Resolution: Handle complex escalations, troubleshooting issues, and address client concerns in a timely and professional manner. ¬Relationship Management: Develop strong working relationships with clients and internal stakeholders. Ensure clear communication regarding project status, performance, and operational changes.

Qualifications: ¬Bachelors degree in Business Administration, Management Engineering, Operations Management, Economics, or a related field. ¬Minimum of [10+] years of experience in BPO/contact center operations, preferably in a leadership role. ¬Proven track record in project management, with specific experience in process migrations. ¬Strong analytical skills and the ability to understand and interpret complex data sets and shared services metrics ¬Expertise in performance reporting ¬Familiarity with workforce management tools and techniques. ¬Excellent communication, problem-solving, and decision-making skills. ¬Ability to work under pressure, handle multiple tasks, and meet tight deadlines. About Axos Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers. Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX). Learn More about working at Axos Business Center Pre-Employment Background Check, Medical, and Drug Test: All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment medical and drug screening. Equal Employment Opportunity: Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws. Job Functions and Work Environment: While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc. The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.