BPO Client Account Manager; EST - Remote

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

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

• 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.
• Public Holidays: This role requires you to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).
• Work Environment: This is a remote working role.
• 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.

• 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

• 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

If you are not contacted within 14 working days, please consider your application unsuccessful.