BPO Client Account Manager

ISTA 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.

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.

PLEASE NOTE:

• 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: This role requires you to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA)
• Work Environment: This is a remote working role
• 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.

Requirements

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.