Account Manager

Concentrix Corporation; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

Concentrix Corporation in Dubai seeks a seasoned leader for its Luxury Customer Relations Centre. You will coach and develop teams, maintain SLA metrics, and drive premium service standards.

You will lead cross-functional collaboration, optimize processes, and mentor staff to achieve performance goals in a fast-paced, luxury environment. You will attend business reviews with the client and manage senior stakeholder expectations.

Qualifications

• Experience in Luxury Customer Relations Centre.
• Associate's Degree in related field with more than seven years of experience and at least two years of progressive management preferred.
• Background in customer service within premium environments (Retail/Hospitality/Luxury) preferred.
• Ability to coach and develop action plans which maximize performance and provide effective feedback.
• Able to analyze and improve work processes and establish action plans to achieve goals.
• Work well under pressure and maintain professional demeanor; strong written and verbal communication.

Responsibilities

• Analyze and maintain all Client Service Level Agreements.
• Implement improvement plans as needed.
• Maximize revenue generation to reach long and short term financial projects.
• Select, train, develop, and manage performance of direct reports and their associates.
• Manage and review operational reports and metrics.
• Create and maximize relationships with client partners.
• Provide leadership to direct reports and define corrective actions to meet performance.
• Conduct regular one-on-ones to review performance and coaching.
• Create a positive work environment through employee engagement and timely issue resolution.
• Participate in cross-functional meetings to define action plans and drive continuous improvement.
• Implement best practices and over-deliver for clients, adjusting staffing as needed.
• Attend business reviews with the client.
• Handle a team of team leaders.

Skills

Luxury Customer Relations Centre

Coaching & development

Team leadership

Excellent communication

Work under pressure

Education

Associate's Degree in related field

Job description

Essential Functions Core Responsibilities

• Analyze and maintain all Client Service Level Agreements
• implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects i.e. data collection for billable non-billable hours forecasting budgeting etc
• Selecting training developing and managing performance of direct reports and their associates including planning and assigning work for staff in accordance with the organization s policies and applicable legal requirements
• Manage and review operational reports Attendance adherence PFP Client scorecard Metrics management reports
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training HR Quality WFM TA - and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients drive consistent performance evaluate staffing needs with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Candidate Profile

• Experience in Luxury Customer Relations Centre
• Associate s Degree in related field with more than seven years of experience with at least two years of Progressive Management Experience preferred
• Background in b customer service within premium environments b Retail Hospitality Luxury preferred
• Demonstrated ability to coach and develop action plans which maximize performance and provide effective feedback
• Demonstrated ability to analyze and improve work processes establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills both written and verbal Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor coach and provide direction to a team of employees
• Willingness to work a flexible schedule
• Experience in leading sales teams

Career Framework Role

Manages professional employees and or supervisors or supervises large complex technical or business support or production operations team s Is accountable for the performance and results of a team within own discipline or function Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals Adapts departmental plans and priorities to resolve operational challenges Decisions are guided by policies procedures and business plan receives guidance from senior manager and or director Provides technical guidance to employees colleagues and or customers Has accountability for results in terms of costs strategies and employees

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job They are not intended to be an exhaustive list of all responsibilities duties and skills required of personnel working within this job title