BPO Client Account Manager

Summary

Join I STA Personnel Solutions South Africa, a global BPO call center company, as a Client Account Manager. Manage multiple client campaigns and agents, ensuring high-quality service delivery and exceeding client expectations. This remote role, open to South African citizens only, requires working EST hours with flexibility and a reliable internet connection (fixed fibre line with 25 Mbps minimum speed) and power backup. The position demands proven BPO experience, at least two years as an Account Manager, and excellent English communication skills. Success in this role hinges on strong client relationship management, performance monitoring, team leadership, and problem-solving abilities.

Requirements

• Proven experience in the BPO Industry
• A minimum of 2 years' experience as Account Manager
• 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
• A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection
• A reliable power backup solution

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
• Identify areas for improvement and implement strategies to enhance performance and efficiency
• 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
• 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
• 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
• 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
• 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
• Address and resolve complex issues or escalations that arise, both internally and with clients
• Implement corrective actions and preventive measures to avoid future problems
• Continuously assess and refine operational processes to enhance efficiency and effectiveness
• Implement best practices and innovative solutions to improve service delivery and client satisfaction

Preferred Qualifications

Experience in handling a US Healthcare Campaigns

Benefits

Remote work