BPO Client Account Manager (EST Hours) - Remote

View full description

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
• Fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory.
• Reliable power backup solution is required to manage load shedding and power outages.

Responsibilities:

• 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)
• Track and analyze key performance indicators (KPIs) and service metrics for each account
• Serve as the primary liaison between the call center and clients, addressing any concerns or issues promptly
• Lead and motivate call center supervisors, agents, and other team members
• Implement and monitor quality control processes to ensure that service standards are upheld
• Develop and execute strategies to optimize account performance and achieve client goals
• Prepare and present detailed reports on account performance, including metrics, trends, and areas for improvement
• Address and resolve complex issues or escalations that arise, both internally and with clients
• Continuously assess and refine operational processes to enhance efficiency and effectiveness