BPO Client Account Manager (EST Hours) - Remote
Company:ISTA Personnel Solutions
Location:South Africa, EST
Languages:English
Seniority level:Manager, 2+ years
Experience:2+ years
Skills:
LeadershipPeople ManagementOperations ManagementCommunication SkillsProblem SolvingCustomer serviceWritten communicationAccount ManagementVerbal communicationReportingClient relationship managementQuality AssuranceProcess improvement
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 Must have a fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection Must have a reliable power backup solution
Responsibilities:
Manage daily operations across multiple client accounts. Oversee scheduling, staffing, and resource allocation. Track and analyze key performance indicators (KPIs). Serve as the primary liaison between the call center and clients. Lead and motivate call center supervisors and agents. Implement and monitor quality control processes. Develop and execute strategies to optimize account performance. Prepare and present detailed reports on account performance. Address and resolve complex issues or escalations. Continuously assess and refine operational processes.
