Job Description

I STA Personnel Solutions South Africa - we are a global BPO call centre company, currently searching for a experienced and strong Client Account Manager , to join our rapidly expanding team.

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

PLEASE NOTE:

• Working Hours: This role requires you to work EST hours Mon - Fri from 8h30am to 6pm _ EST _ (14h30pm to 24h00am South African time), however must be flexible and willing to work alternating shifts.

• Work Environment: This is a remote role for South African Citizens only.

• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.

• Power Backup: A reliable power backup solution is required to manage load shedding and power outages . Applicants without a power backup cannot be considered.

Requirements

Minimum 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

**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.

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