Job Summary:
- The Account Manager is responsible for delivering high-quality and
efficient customer service through the daily management of a team of
employees. This includes motivating, recognizing, rewarding, coaching,
counseling, training, and problem-solving. In addition, the Account
Manager role will be focused on driving overall staff performance.
Key Responsibilities:
Operational
Excellence
- Clearly understand and communicate business
requirements for assigned campaigns.
- Provide daily direction and support to ensure
customer inquiries are handled efficiently, accurately, and
professionally.
- Coordinate with Workforce Management (WFM) on
staff scheduling, shift adherence, and attendance reporting.
- Ensure CSEs (Customer Service Executives) meet
Key Performance Indicators (KPIs) and comply with quality standards.
- Continuously evaluate processes and recommend
improvements to enhance efficiency and customer satisfaction.
- Structure and guide effective escalations,
ensuring timely resolution.
- Conduct pre-shift and post-shift team briefings,
recognizing achievements and addressing challenges appropriately.
People Management
- Monitor individual and team performance,
providing regular feedback, coaching, and corrective action where
necessary.
- Motivate and engage team members to maintain
high morale and productivity.
- Ensure CSEs have the necessary training,
resources, and support to succeed.
- Draft, communicate, and implement team KPIs in
alignment with organizational goals.
- Administer performance reviews and develop staff
for career growth.
- Maintain a positive, collaborative, and
high-quality work environment.
Reporting
& Collaboration
- Provide accurate statistical reports and
performance updates to management.
- Support the Operations Manager in staffing,
training, recognition programs, and other contact centre initiatives.
- Always Uphold Workplace Health & Safety
(WH&S) standards and company policies.
Recruitment Criteria
- Education: Bachelor’s degree in information
systems, Business Administration, or a related field.
- Experience: Minimum of 2 years in a supervisory
or managerial role within a contact centre environment.
Skills & Competencies:
- Excellent written and verbal communication
skills.
- Strong interpersonal, leadership, and
motivational abilities.
- Proficiency in computer applications and
reporting tools.
- Strong analytical, organizational, and
problem-solving skills.
- Attention to detail with the ability to
prioritize and multitask effectively.
- Hands-on management style with proven ability to
drive performance.
- Up-to-date knowledge of contact centre best
practices.
How to Apply
