Accounts Manager

4 days ago

Manila, Philippines i-vic International Full time

Company Information i-vic International is an outsource contact center solutions provider in Singapore. In 2017, the company managed a total of over 3 million contacts on behalf of our clients. Central to our solution is a team of dedicated contact center officers who have extensive experience in contact center operation. Responsibilities Serve as primary and readily available contact for senior client stakeholders. Maintain proactive and responsive communication, ensuring client needs are addressed in real time to maintain trust and satisfaction. Lead regular status meetings, strategic reviews and performance check-ins. Lead, guide and mentor team managers and project teams to maintain high performance and morale. Ensure clear communication of client expectations and timelines to internal stakeholders. Coordinate across departments for seamless execution. Foster a collaborative culture and resolve internal conflicts promptly to keep team morale strong. Oversee end-to-end project delivery, ensuring all work is completed on time, within scope and on budget. Monitor project milestones, flag risks early, remove roadblocks for team, and make proactive adjustments to keep projects on track. Review key deliverables and provide strategic input to ensure alignment with client objectives. Identify opportunities for upselling or expanding accounts while maintaining budget discipline. Track performance metrics (P&L, utilization, cost efficiency) and implement improvements where needed. Design, develop, and optimize IVR call flows to improve customer experience. Skills Required Understanding account management principles and industry knowledge is important. Experience in multiple projects is an added advantage. In-depth and extensive knowledge of contact center operations. Exceptional communication and interpersonal skills, with the ability to effectively liaise with clients and stakeholders. Proven track record of driving process improvements and operational efficiencies. Strong problem‑solving skills and ability to work well with internal teams. Strong analytical skills with a knack for Excel, reporting, and quality tools. Proven experience in IVR design and call flow mapping. Willingness to travel for client meetings. Requirements Any Diploma or Degree. Minimum 7 years’ experience in contact center operations. Minimum 5 years of account management. Previous work experience in Singapore. Additional Information 5.5 working days (Mon‑Fri: 9am to 6pm; Sat: 9am to 1pm); 44 hours per week. Application Questions What is your expected monthly basic salary? Which of the following types of qualifications do you have? How many years of experience do you have as a Contact Centre Manager? Have you worked in a call centre before? Which of the following Microsoft Office products are you experienced with? Do you have customer service experience? How many years of people management experience do you have? How would you rate your English language skills? #J-18808-Ljbffr

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