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Client Account Manager (ABA Therapy Industry) - EST Working Hours (Remote)

6 hours, 4 minutes 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 22

Description

  • Manage the day-to-day operations of multiple U.S. client accounts in the ABA Therapy industry.
  • Lead, coach, and support remote agents to achieve performance, productivity, and quality targets.
  • Monitor attendance, adherence, productivity, and KPIs, and address performance concerns proactively.
  • Conduct regular one-on-one coaching sessions and performance reviews with assigned agents.
  • Build strong working relationships with clients and serve as the primary operational contact for assigned accounts.
  • Respond promptly and professionally to client enquiries, concerns, and operational escalations.
  • Work closely with the Client Success Manager to ensure a consistent client experience.
  • Analyse operational data to identify trends, risks, and opportunities for improvement.
  • Prepare and present weekly and monthly operational performance reports.
  • Coordinate staffing, scheduling, and resource planning to meet client requirements and service level agreements.

Requirements

  • ABA Therapy industry experience is non-negotiable.
  • Experience in BPO or call centre operations.
  • Experience managing agents in a BPO or contact centre environment.
  • Ability to manage multiple priorities across several client accounts in a fast-paced environment.
  • Excellent coaching and problem-solving skills.
  • Strong understanding of KPIs, SLAs, productivity, and performance management.
  • Confidence presenting reports and discussing performance with clients and internal stakeholders.
  • Willingness to work South African night hours aligned to U.S. time zones.
  • Availability to work overtime and weekends when needed.
  • Ability to work on South African and U.S. public holidays.
  • Fixed fibre internet connection with a minimum speed of 25 Mbps upload and download, with wired Ethernet support.
  • 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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