BPO Client Account Manager (EST Hours) - Remote

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified
• Company: ISTA Personnel Solutions South Africa - a global BPO call center company.
• Description: We are seeking an experienced and strong Client Account Manager to join our rapidly expanding team. The ideal candidate will manage multiple client campaigns and agents, ensuring high-quality service delivery, driving performance improvements, and exceeding client expectations.

Working Hours & Environment

• Working Hours: EST hours, Monday - Friday, 8:30 AM to 6:00 PM EST (14:30 PM to 24:00 AM South African time). Flexibility and willingness to work alternating shifts are required.
• Work Environment: Remote role for South African Citizens only.

Requirements

• Experience: Minimum of 2 years’ experience as an Account Manager in the BPO Industry.
• Industry Knowledge: Experience in handling US Healthcare Campaigns is an added benefit.
• Communication Skills: Excellent verbal and written English skills.
• Personality: A dynamic and engaging personality, with a positive and proactive attitude, and strong problem-solving skills.
• Work Environment: Ability to work in a fast-paced working environment.

Responsibilities

• Operational Management: Manage daily operations across multiple client accounts, ensuring efficient and effective processes and workflows.
• Scheduling & Resource Allocation: 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.
• Performance Improvement: 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 concerns and issues promptly.
• Relationship Building: Ensure 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, providing guidance, training, and support.
• Quality Assurance: Implement and monitor quality control processes to ensure service standards are upheld. Conduct regular audits and evaluations.
• Strategic Planning: Develop and execute strategies to optimize account performance and achieve client goals. Work with clients to understand their evolving needs.
• Reporting & Analysis: Prepare and present detailed reports.

Internet & Power Requirements

• Internet: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages.

Application Instructions

• Not specified in the provided text.