Responsibilities

The Client Account Manager will manage daily operations across multiple client accounts, ensuring efficient processes and workflows, oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs), track and analyze key performance indicators (KPIs) and service metrics, serve as the primary liaison between the call center and clients, address concerns promptly, maintain strong client relationships, lead and motivate call center supervisors, agents, and team members, provide guidance and training, implement and monitor quality control processes, conduct regular audits, develop and execute strategies to optimize account performance, work with clients to understand their evolving needs, and prepare and present detailed reports.