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BPO Client Account Manager (EST Hours) - Remote

2 months, 2 weeks ago
South Africa
Full-time
Senior
Account Manager
Customer and Technical Support
Apply Now
ISTA Solutions

ISTA Solutions

ISTA Solutions is a one-stop outsourcing company that provides quality and cost-efficient services and solutions. They offer tailor-made workflow solutions, skilled agents dedicated to clients, global resources for comprehensive support, and a focus on...

Professional Services
251-1K
Founded 2015
View All Jobs 14

Description

  • Manage daily operations across multiple client accounts to keep processes and workflows efficient and effective.
  • Oversee scheduling to meet client needs and service level agreements (SLAs).
  • Build and maintain strong, long-term client relationships.
  • Understand campaign objectives, KPIs, and operational requirements.
  • Work closely with agents, team leaders, and internal stakeholders to align delivery and resolve issues.
  • Monitor account performance and proactively address risks.
  • Prepare and present weekly reports on agent performance, including metrics and areas for improvement.
  • Handle client queries, concerns, and escalations professionally and efficiently.
  • Identify opportunities to improve service delivery and client satisfaction.
  • Maintain clear and professional communication with overseas clients.

Requirements

  • Experience in a BPO, call centre, or similar operational environment.
  • Prior experience managing agents, teams, or operational workflows.
  • Exposure to USA campaigns or other international/overseas campaigns.
  • Strong client communication and relationship management skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Professional, solutions-driven, and highly organised approach.
  • Excellent verbal and written English skills.
  • A dynamic, engaging, positive, and proactive personality with strong problem-solving skills.
  • Must be able to work fully remote and support overseas working hours.
  • Must have a fixed fibre internet connection with a minimum speed of 25 Mbps upload and download and wired Ethernet support.
  • Must have a reliable power backup solution for load shedding and power outages.

Interested in this position?

Apply directly on the company website

Apply Now

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