Account Manager

Awesome CX by Transcom; Davao del Sur; On-site; PHP 334,800 - 446,400; Full time

Benefits offered by this job

13th Month Pay

Insurance Health & Wellness: HMO

Job summary

Awesome CX by Transcom seeks an Account Manager for its Davao site. You will be responsible for providing excellent customer service, managing team leaders, and ensuring quality client relations. An ideal candidate has at least 2 years of experience in BPO or customer experience operations, strong verbal and written communication skills, and critical thinking abilities. The position offers benefits such as 13th Month Pay and health insurance.

Qualifications

• Minimum of 2 years of experience as Account Manager/Operations Manager in BPO or customer experience operations.
• Directly managed and supervised team leaders of a campaign/s.
• Experience in chat or email management campaigns.

Responsibilities

• Oversee the accuracy and narrative of weekly/monthly reports.
• Lead annual and multi-quarter forecasting.
• Own the preparation and delivery of Quarterly Business Reviews.
• Identify long-term contact trends and market shifts.
• Mentor Tier 1 and Tier 2 Account Managers.
• Design and oversee team-building and recognition framework.
• Negotiate service level improvements with third-party partners.
• Influence the roadmap based on CX data.
• Formulate business cases for additional headcount or budget.
• Ensure compliance with DataGrail/GDPR.
• Implement and oversee a regular audit cadence.
• Transform feedback into actionable projects.
• Lead comprehensive analyses after major launches.

Skills

Verbal and written communication skills

Critical thinking

Problem-solving skills

Job description

Job Description

Join our Awesome CX by Transcom Family as an Account Manager for our Davao site. This role focuses on providing excellent customer service to accounts, representing client needs and goals within the organization, and ensuring quality. Builds relationships with clients to encourage new and repeat business opportunities.

Responsibilities

• Strategic Reporting & Insights
• Executive KPI Governance: Oversee the accuracy and narrative of weekly/monthly reports, shifting from "what happened" to "why it happened" and "what is the projected impact."
• Advanced Forecasting: Lead annual and multi-quarter forecasting, aligning support capacity with brand growth projections
• Strategic Business Reviews: Own the preparation and delivery of Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs), presenting data-driven stories to executive leadership
• Macro Trend Analysis: Identify long-term contact trends and market shifts to recommend pivots in brand strategy or support structure
• Leadership & Organizational Development
• Mentorship & Bench Strength: Act as a mentor to Tier 1 and Tier 2 Account Managers; lead the development of a leadership pipeline within the team
• Culture & Retention Strategy: Design and oversee the overarching team-building and recognition framework to ensure high morale and low turnover
• Change Management: Lead the team through major organizational shifts, new tool implementations, or significant SOP overhauls
• Operational Excellence & External Partnerships
• Strategic Partner Liaison: Act as the primary escalation point for third-party partners (e.g., Fosdick, Fraud vendors) to negotiate service level improvements or resolve systemic issues
• Cross-Functional Roadmap Alignment: Represent the Support Ops interest in high-level brand meetings (Marketing, Product, Supply Chain) to influence the roadmap based on CX data
• Resource Advocacy: Formulate business cases for additional headcount, budget, or technology tools needed to scale the operation
• Global Account Security: Oversee high-stakes escalations including legal threats, complex BBB cases, and large-scale fraud prevention strategies
• Data Governance: Ensure full compliance with DataGrail/GDPR and evolving privacy regulations across all support workflows
• Audit & Quality Control: Implement and oversee a regular audit cadence for SOPs and tool access to ensure operational integrity
• Process Innovation
• Continuous Improvement Lifecycle: Transform FGD (Focus Group Discussion) and "Health Pulse" feedback into actionable, funded projects that improve the customer and agent experience
• Launch Post-Mortems: Lead comprehensive "Wrap-up" analyses after major launches or promotions to refine the "Launch Playbook" for future cycles

Qualifications

• Minimum of 2 years of experience as Account Manager/Operations Manager in BPO or customer experience operations
• Directly managed and supervised team leaders of a campaign/s
• Experience in chat or email management campaigns
• Excellent verbal and written communication skills, with the ability to present to senior leadership and clients effectively
• Good critical thinking and problem-solving skills

Benefits

• 13th Month Pay
• Insurance Health & Wellness: HMO