Account/Program Manager

1 week ago

Cebu City, Central Visayas, Philippines ePERFORMAX Contact Centers Corporation Full time $90,000 - $180,000 per year

Responsibilities:

  • Collaborate with the program's management team every quarter to prepare for and execute QBRs successfully from the initial meetings to the creation of the presentation, agenda creation and facilitation of all QBR activities.
  • Ensure that all takeaways are accomplished from regularly scheduled monthly or weekly business reviews.
  • Maintain and strengthen client relationship by championing the client visions-mission, through the implementation of initiated projects/activities, reinforcement and monitoring, of policy infractions, and acting as the main point of contacting for critical client communications on processes and action plans, to protect and advance client objectives.
  • Create client-visit agenda, logistical planning on and off site, facilitate activities during the visit, follow through on all activities to complete any unclosed items on the agenda after the visit, and as required/needed by the client.
  • Respond regularly to Client Calls-to-Action such as but are not limited to, call-pull requests, request for data, ensuring completion of corrective measures required by the client, and accurate dissemination of product updates.
  • Regularly attend client and management meetings, call listening sessions, and calibration sessions.
  • Effectively manage situations that require use of judgment to identify, communicate and resolve issues including taking 3rd level and executive escalations whenever applicable.
  • Perform ad hoc tasks and lead projects as needed, to meet client expectations and continuously improve site performance.
  • Uphold company mission, policies and procedures and serve as role model to team members by modeling the company's values of honesty, trustworthiness, truthfulness, and respect in all actions.

Requirements:

  • Candidate must possess a bachelor's degree in business-related field
  • At least 3 years of working experience as a Manager in a call center/BPO industry specializing in operations, performance and reporting
  • Extensive background in workforce, client and performance management
  • Must be able to work autonomously on performance analysis and projects
  • Strong leadership skills and ability to perform a wide range of duties
  • Strong verbal and written communication skills
  • Strong organizational, presentation, interpersonal and consultative skills
  • Proficient in creating reports and in using MS Office
  • Must be willing to work flexible schedules (including weekends and holidays)

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