Responsibilities
- Oversee daily operations for various client accounts to ensure efficient and effective workflows
- Manage scheduling to align with client requirements and service level agreements
- Develop and maintain long-term, positive relationships with clients
- Gain a clear understanding of campaign goals, key performance indicators, and operational demands
- Collaborate closely with customer service agents, team supervisors, and internal departments
- Track account performance and take proactive steps to mitigate risks
- Generate and deliver comprehensive weekly performance reports, including metrics and improvement recommendations
- Respond to client inquiries, resolve concerns, and manage escalated issues
- Identify and implement opportunities to enhance service quality and client satisfaction
- Maintain professional and consistent communication with international clients
Benefits
- Paid time off for South African public holidays as per the Basic Conditions of Employment Act
Compensation
compensation for SA public holidays in accordance with the BCEA
Work Arrangement
fully remote
Team
manages multiple client accounts across teams
Working Hours
Mon – Fri 9:00am – 6:00pm EST (16:00pm – 01:00am OR 15:00pm - 00:00am South African Time, depending on daylight savings in the USA)
Overtime and Weekend Availability
must be flexible to work overtime and be available over weekends if needed
Work Arrangement
This is a fully remote working role
not mentioned
