Senior Account Manager, CX Strategy & Leadership

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

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.