Account Manager

3 weeks ago


General Santos Philippines Virtual Champs Global, Inc Full time

Job Description: Accounts Manager

Client Name: VCG - Internal

Hours: 10 hours daily, Monday to Friday

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As an Accounts Manager (AM) at Virtual Champs Global, you will be essential in maintaining client satisfaction and managing the day-to-day operations of assigned campaigns. Your responsibilities will encompass liaising with clients, managing agent performance, facilitating knowledge management, and handling campaigns.

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Key Responsibilities:

  • Â Monitor and manage daily operations of the assigned accounts.
  • Â Develop and improve campaign plans and strategies.
  • Â Internalize campaign details to act as an expert consultant.
  • Â Identify opportunities for client growth and address problems such as client churn.
  • Â Develop and maintain strong client relationships and serve as the POC for all their concerns.
  • Conduct comprehensive onboarding sessions and regular check-ins with clients.
  • Prepare regular reports on account status and performance.
  • Analyze data to identify trends and areas for improvement.
  • Â Identify upselling and cross-selling opportunities within existing accounts.
  • Â Collaborate with the Account Executive to understand campaign specifics and client requirements.
  • Participate in crossover training sessions and shadowing opportunities.
  • Â Conduct regular team meetings and coaching sessions with agents, implementing QA/QC processes and feedback mechanisms.
  • Â Monitor agent attendance and address leave applications or absences promptly.
  • Â Handle agent replacements, feedback, and performance assessments.
  • Initiate corrective actions.
  • Manage agent incentives and liaise with HR and Finance for approvals.
  • Contribute to Willo reviews.
  • Execute company policies and procedures.
  • Monitor contract compliance and ensure adherence to agreements.
  • Maintain records and updated internal systems.
  • Prepare and present reports and forecasts to the COO and relevant teams
  • Â Coordinate account offboarding.

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Qualifications and Skills:

  • Â Minimum 2 years experience in handling leadership roles.
  • Â Background in the BPO industry.
  • Â Willingness to work on-site and relocate to Gensan.
  • Â Proven experience in account management or a similar role.
  • Â Knowledge of customer service, sales principles, virtual assistance, and campaign management processes.
  • Â Experience in handling client servicing, escalations, and conflict resolution.
  • Â Excellent communication and interpersonal skills.
  • Â Ability to create effective strategies, negotiate, and problem-solve
  • Â Excellent organizational and time management skills.
  • Â Ability to multitask and prioritize tasks effectively.
  • Â Familiarity with remote work dynamics and virtual team management.
  • Â Familiarity with CRMs and dialer systems is a plus.

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