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.