BPO Client Account Manager (EST Hours) - Remote

Ista Personnel Solutions; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A global BPO call center firm in Durban seeks a Client Account Manager to manage client campaigns and ensure quality service. The role requires a proven background in the BPO sector, with at least two years of account management experience. The ideal candidate will have strong English communication skills and the ability to work in a fast-paced environment. Responsibilities include operational management, performance monitoring, and client relationship building. Flexibility in working hours and a reliable internet connection are mandatory.

Qualifications

• Proven experience in the BPO Industry.
• Minimum of 2 years' experience as Account Manager.
• Experience in handling US Healthcare Campaigns is a plus.

Responsibilities

• Manage daily operations across multiple client accounts.
• Track and analyze key performance indicators (KPIs).
• Serve as the primary liaison between the call center and clients.
• Lead and motivate call center supervisors and teams.
• Implement quality control processes and conduct audits.
• Develop and execute strategies to optimize account performance.
• Prepare and present detailed reports on account performance.
• Address and resolve complex issues or escalations.

Skills

Experience in the BPO Industry

Excellent verbal and written English skills

Strong problem-solving skills

Dynamic and engaging personality

Job description

I STA Personnel Solutions South Africa - we are a global BPO call centre company, currently searching for a experienced and strong Client Account Manager, to join our rapidly expanding team.

Overview

The Client Account Manager, with their exceptional client relationship management and operations skills, will be responsible to manage multiple small client campaigns and agents, ensuring high-quality service delivery, drive performance improvements and exceed client expectations.

Working Hours

Working Hours: This role requires you to work EST hours Mon - Fri from 8h30am to 6pm EST (14h30pm to 24h00am South African time), however must be flexible and willing to work alternating shifts.

Public Holidays

Public Holidays: This role requires you to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).

Remote Working Requirements

Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered. Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.

Minimum Requirements

• Proven experience in the BPO Industry
• A minimum of 2 years' experience as Account Manager
• Experience in handling a US Healthcare Campaigns will be an added benefit
• Excellent verbal and written English skills
• A dynamic and engaging personality, with a positive and proactive attitude, and strong problem-solving skills
• Ability to work in a fast-paced working environment

Roles and Responsibilities

• Operational Management: Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective. Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs).
• Performance Monitoring: Track and analyze key performance indicators (KPIs) and service metrics for each account. Identify areas for improvement and implement strategies to enhance performance and efficiency.
• Client Management: Serve as the primary liaison between the call center and clients, addressing any concerns or issues promptly. Ensure that client expectations are met and exceeded, maintaining strong relationships and high levels of satisfaction.
• Team Leadership: Lead and motivate call center supervisors, agents, and other team members. Provide guidance, training, and support to ensure that team members are effective and engaged.
• Quality Assurance: Implement and monitor quality control processes to ensure that service standards are upheld. Conduct regular audits and evaluations of call center interactions and provide feedback for improvement.
• Strategic Planning: Develop and execute strategies to optimize account performance and achieve client goals. Work with clients to understand their evolving needs and adjust operational plans accordingly.
• Reporting and Analysis: Prepare and present detailed reports on account performance, including metrics, trends, and areas for improvement. Use data-driven insights to make informed decisions and drive continuous improvement.
• Problem Resolution: Address and resolve complex issues or escalations that arise, both internally and with clients. Implement corrective actions and preventive measures to avoid future problems.
• Process Improvement: Continuously assess and refine operational processes to enhance efficiency and effectiveness. Implement best practices and innovative solutions to improve service delivery and client satisfaction.

If you are not contacted within 14 working days, please consider your application unsuccessful.