BPO Client Account Manager (EST Hours) - Remote

ISTA Personnel Solutions; Johannesburg; Remote; ZAR 300,000 - 450,000; Full time

Job summary

A leading global BPO call center company seeks an experienced Client Account Manager in South Africa. This remote role requires managing multiple client campaigns, ensuring quality service delivery, and driving performance improvements while maintaining strong client relationships. Ideal candidates will possess proven BPO experience and articulate communication skills, and will demonstrate problem-solving abilities in a dynamic work environment.

Qualifications

• Proven experience in the BPO industry.
• At least 2 years' experience as an Account Manager.
• Excellent verbal and written English skills.

Responsibilities

• Manage daily operations across multiple client accounts.
• Track and analyze KPIs for each account.
• Serve as the primary liaison between the call centre and clients.

Skills

Client relationship management

Problem-solving

Communication

Team leadership

Job description

STA Personnel Solutions South Africa is a global BPO call centre company currently seeking an experienced and strong Client Account Manager to join our rapidly expanding team.

The Client Account Manager, with exceptional client relationship management skills, will be responsible for managing multiple client campaigns and agents, ensuring high-quality service delivery, driving performance improvements, and exceeding client expectations.

PLEASE NOTE :

• Working Hours: This role requires working EST hours from Monday to Friday, 8:30 am to 6:00 pm EST (2:30 pm to 12:00 am South African time). Flexibility and willingness to work alternating shifts are required.
• Work Environment: This is a remote role for South African citizens only.
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and support for a wired Ethernet connection are 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
• At least 2 years' experience as an Account Manager
• Experience handling US Healthcare campaigns is an advantage
• Excellent verbal and written English skills
• A dynamic, engaging personality with a positive, proactive attitude and strong problem-solving skills
• Ability to work in a fast-paced environment

Roles and Responsibilities :

Operational Management :

• Manage daily operations across multiple client accounts, ensuring efficient processes and workflows
• Oversee scheduling, staffing, and resource allocation to meet client needs and SLAs

Performance Monitoring :

• Track and analyze KPIs and service metrics for each account
• Identify improvement areas and implement strategies to enhance performance and efficiency

Client Management :

• Serve as the primary liaison between the call centre and clients, addressing concerns promptly
• Ensure client expectations are met and exceeded, maintaining strong relationships and satisfaction

Team Leadership :

• Lead and motivate call centre supervisors, agents, and team members
• Provide guidance, training, and support for effective and engaged team members

Quality Assurance :

• Implement and monitor quality control processes to uphold service standards
• Conduct regular audits and evaluations, providing feedback for improvement

Strategic Planning :

• Develop and execute strategies to optimize account performance and meet client goals
• Work with clients to understand evolving needs and adjust operational plans accordingly

Reporting and Analysis :

• Prepare and present detailed performance reports, including metrics and trends
• Utilize data insights for informed decision-making and continuous improvement

Problem Resolution :

• Address and resolve complex issues or escalations internally and with clients
• Implement corrective and preventive measures to avoid future problems

Process Improvement :

• Continuously assess and refine operational processes for efficiency
• Implement best practices and innovative solutions to enhance service delivery and client satisfaction

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