Account Manager

Role: Account Manager

Location: Cape Town, South Africa

Job Mode: Hybrid

Hours: Mon – Fri (09:00 – 18:00)

Job Overview:

As Account Manager you will report into the Vice President of Client Services within the Retail and Commercial sector and you will be responsible for the direct relationship with our Clients, working closely with the relevant Teleperformance operational leads and other Teleperformance internal stakeholders.

We need a highly organised and self-motivated individual who can innovate, motivate and most of all inspire, to help our client and our client’s customers achieve the very best service that they have come to expect and require from Teleperformance.

You will be accountable for all the commercial / financial tracking associated with the assigned account(s) based across the UK and South Africa and it will be your responsibility to ensure that you are balancing both the client’s requirements and those of Teleperformance. Commercial acumen will be key as you will execute a client contact strategy in order to deliver accurate and timely reporting with appropriate analysis and recommendations.

Skills/Personal Attributes

• Excellent professional interpersonal skills – written and verbal
• Extremely strong organisational skills
• The skill to understand and communicate client requirements with a clear, positive and customer-focused message
• Solid understanding of how Account Management can influence achievement of business objectives
• Committed, enthusiastic, positive, resourceful and resilient
• A strong client-centric focus - the ability to build rapport and trust with clients and colleagues is critical
• Ability to influence a client’s thinking and to negotiate win-win for all parties
• High level of numeracy and literacy
• Previous experience working with BPO clients at a senior level.
• Understanding of how to work proactively and positively in partnership with both delivery and client priorities

Competencies

• Demonstrable background/current experience in Client Services from either an account management, operation manager, sales, project management or wider outsourcing perspective
• Evidence that you have previously managed a client in this capacity, understanding their expectations, and delivered change in order to improve performance
• An understanding of the metrics used and the pricing structure in operation within the contact centre environment
• Ability to demonstrate how you have added value to the client’s business/service provision (client centricity)
• Experience of financial forecasting and invoicing
• Excellent time management skills are critical along with the skill of identifying potential opportunities or issues
• Energy, enthusiasm, and a positive outlook on life in general
• Proven ability to plan, coordinate and communicate activities across departments on a daily basis and the flexibility to adapt to and manage, changing and unexpected situations
• Extensive understanding of the contact centre operations and how to utilise this to deliver client expectations

Experience required

• Experience of contract management including negotiation of commercials and contractual Agreements
• Minimum of 3 – 5 years’ experience as Operations Manager