BPO Account Manager

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Job Description - BPO Account Manager

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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