ISTA Personnel Solutions South Africa is hiring a BPO Client Account Manager to manage multiple small client campaigns and agents for a global BPO call center company. In this remote role, you will ensure high-quality service delivery, drive performance improvements, and exceed client expectations while working exclusively on EST hours.
What You'll Do
- Manage daily operations across multiple client accounts, ensuring efficient processes and workflows.
- 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 concerns promptly.
- Ensure client expectations are met and exceeded, maintaining strong relationships and high satisfaction.
- Lead and motivate call center supervisors, agents, and other team members.
- Provide guidance, training, and support to ensure team members are effective and engaged.
- Implement and monitor quality control processes to ensure 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.
- Prepare and present detailed reports on account performance, including metrics, trends, and areas for improvement.
- Address and resolve complex issues or escalations that arise, both internally and with clients.
- Continuously assess and refine operational processes to enhance efficiency and effectiveness.
What We're Looking For
- Proven experience in the BPO Industry.
- A minimum of 2 years' experience as an 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.
- Must work EST hours Mon - Fri from 8:30am to 6pm EST (14:30 to 24:00 South African time).
- Must be flexible and willing to work alternating shifts.
- Must work on both South African and US public holidays.
- 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 to manage load shedding and power outages.
Nice to Have
- Experience in handling US Healthcare Campaigns.
Work Mode
This is a remote position that requires you to work Eastern Standard Time (EST) hours.
