BPO Account Manager

The Account Manager will oversee key client accounts, ensuring services are delivered successfully and align with client expectations. This role requires strong relationship-building skills, a thorough understanding of client needs, and effective collaboration with internal teams to meet client objectives. The ideal candidate will have a proven track record in BPO account management and a passion for exceptional customer service.

Primary Responsibilities:

• Client Coordination: Regularly communicate with clients about the offshore team’s progress.
• KPI Implementation: Develop and monitor Key Performance Indicators (KPIs).
• Policy Adherence: Enforce client policies and standards, provide regular reports and presentations on performance, and suggest optimizations.
• Team Monitoring: Track performance, offer coaching, and issue corrective actions.
• Attendance Management: Monitor daily attendance and resolve staff issues.
• Operational Support: Provide daily support and share policy and event updates with employees.
• Scheduling: Coordinate schedules for outsourced staff with clients.
• Report Preparation: Generate statistical reports to aid in decision-making, especially for attendance trends and schedule adherence.
• Performance Optimization: Develop processes to improve planning and performance results.
• Business Growth: Identify opportunities for upselling and cross-selling, working with sales teams to expand business and revenue.
• Cross-Department Collaboration: Work with operations, quality assurance, IT, and finance to meet client requirements.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience in developing KPI metrics and Standard Operating Procedures (SOPs).
• Demonstrated success in BPO account management or client relationship management, achieving retention and growth goals.
• Excellent communication, negotiation, and interpersonal skills.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple client accounts and projects simultaneously while maintaining attention to detail.
• Knowledge of BPO processes, industry trends, and best practices.
• Proficiency in CRM software and Microsoft Office Suite.