About Us

OneSource is a partnership of global contact center BPO services. Through talent, process and technology we work collectively to integrate our client's brand and culture with the right BPO provider to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

Position Summary

The Chief Client Officer (CCO) is a key executive leadership role responsible for managing and enhancing relationships within the OneSource (Transparent BPO, Allied, Apex, BeCall) client portfolio while also leading the Client Services department. The CCO will drive client satisfaction, retention, and growth by ensuring that the company delivers exceptional service and meets clients' needs and expectations. This role involves strategic planning, client management, and collaboration across various departments to align client objectives with the company's capabilities and offerings.

Essential Duties and Responsibilities

• Develop and maintain deep, strategic relationships with key clients, acting as the primary point of contact for executive-level interactions.
• Understand clients' business objectives, challenges, and goals to provide tailored solutions that drive mutual success.
• Ensure the highest levels of client satisfaction by continuously monitoring and improving the client experience.
• Lead the development and execution of client engagement strategies, ensuring alignment with the company's overall business objectives.
• Collaborate with senior management to develop and implement client strategies that support business objectives and drive revenue growth.
• Work closely with operations and delivery teams to ensure that client projects and services are delivered on time, within scope, and to the highest quality standards.
• Drive business growth by identifying opportunities for expanding services with existing clients and securing new business.
• Oversee the performance and delivery of services across all client accounts, ensuring that service level agreements (SLAs) are met or exceeded.
• Provide leadership, mentorship, and development opportunities to the client management team, fostering a culture of excellence and client-centricity.
• Manage the client services budget, ensuring efficient allocation of resources to meet client needs.
• Monitor client account profitability, ensuring that all engagements are financially viable and contribute to the company's bottom line.
• Performs other related duties and tasks as necessary or as assigned..

Knowledge, Skills, and Abilities

• Ability to prioritize and re-prioritize activities, multi-task and follow tasks to completion
• Balanced management style of people, process and supporting positive work culture
• Relentless focus on exceptional customer experience for each of Transparent BPO's clients

Reporting Structure

• Upward
  • Chief Executive Officer
• Downward
  • Client Services Vice Presidents

Education & Experience

• Bachelor degree or equivalent work experience
• Fifteen years of BPO industry experience, with at least 5 years minimum in a senior leadership role (VP/SVP) or C-suite level position.
• Management of blended call centers