BPO Account Manager

2 weeks ago

Manila, National Capital Region, Philippines NorthPoint Search Group Full time

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.
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