ISTA Personnel Solutions South Africa - we are a global BPO call centre company with operations in Jhb North. We are currently searching for an experienced BPO Accounts Manager , to join our rapidly expanding team.

The Accounts Manager, with their exceptional client relationship management skills, will be responsible to manage multiple campaigns, ensuring high-quality service delivery, drive performance improvements and exceed client expectations.

Additional Information:

This role requires you to work EST hours from 8h30-18h00 EST (14h30 - 24h00 SAST) however flexible and willing to work alternating shifts.
Open to starting in an office setting with the potential to transition to a hybrid working setup

Requirements

Minimum Requirements:

Proven experience in the BPO Industry
At least 2 years' experience as Senior Team Lead or 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.

ISTA Personnel Solutions

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