Client Account Executive

2 months ago

Cape Town, Western Cape, South Africa CallForce Full time

POSITION: CLIENT ACCOUNT EXECUTIVE

We are looking for a skilled Client Account Executive with outstanding client relationship management abilities and practical HR/IR expertise to oversee and surpass client expectations on contact center initiatives. The ideal candidate will also deliver HR support and IR services for contact center teams based on client requirements.

KEY RESPONSIBILITIES:

Client Relationship Management

  • Collaborate with the client management team to ensure effective operational oversight.
  • Facilitate the implementation and maintenance of Service Level Agreements and Standard Operating Procedures.
  • Analyze client needs and identify trends to propose operational improvements.

Recruitment Coordination

  • Work closely with the recruitment team to ensure a clear understanding of the profiles for new hires.
  • Assist in coordinating the recruitment process.
  • Keep both the client and recruitment team updated on progress.
  • Organize interviews.
  • Manage employee turnover.
  • Complete all necessary documentation related to candidate placements.

Operational Oversight

  • Monitor attendance and adherence to schedules.
  • Investigate incidents as they arise.
  • Evaluate the quality of training, coaching, and related materials.
  • Conduct performance management according to KPIs and targets.
  • Collect weekly and monthly documentation, including timesheets.
  • Ensure compliance with dress code and conduct policies.
  • Provide 24-hour problem resolution for clients and agents.
  • Manage IR processes related to misconduct and incapacity.
  • Oversee billing and credit control in relation to clients.

HR and Payroll Management

  • Oversee all staffing administration tasks.
  • Submit payroll and leave inquiries, ensuring follow-up on all queries.
  • Manage HR administration, ensuring attendance registers are updated and submitted by payroll deadlines.
  • Handle medical aid administration and leave reporting.

Reporting Responsibilities

  • Participate in client meetings and provide necessary reports.
  • Complete all required daily, weekly, and monthly reporting.

QUALIFICATIONS:

  • High School Diploma
  • Tertiary degree or diploma preferred
  • Proficient in MS Office, particularly Excel

SKILLS AND EXPERIENCE:

  • 2-3 years of experience in Client Relationship Management
  • Experience working on Call Center projects.
  • TES Account/Project Management experience is a strong advantage.
  • Practical knowledge and experience in HR/IR.
  • Valid driver's license and access to a vehicle.

COMPETENCIES:

  • Strong interpersonal skills.
  • Effective verbal and non-verbal communication abilities.
  • Conflict management skills.
  • Customer service orientation.
  • Adaptability and flexibility.
  • Ability to handle stress and demonstrate resilience.
  • Strong planning, organization, and time management skills.
  • Commitment to quality and excellence.

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