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BPO Client Account Manager @ISTA Personnel Solutions

[Hiring] BPO Client Account Manager @ISTA Personnel Solutions

Mar 19, 2025 - ISTA Personnel Solutions is hiring a remote BPO Client Account Manager. 💸 Salary: unspecified. 📍Location: South Africa.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Client Account Manager, with their exceptional client relationship management skills, will be responsible to manage multiple client campaigns and agents, ensuring high-quality service delivery, drive performance improvements and exceed client expectations.

  • Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective
  • Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs)
  • Track and analyze key performance indicators (KPIs) and service metrics for each account
  • Identify areas for improvement and implement strategies to enhance performance and efficiency
  • Serve as the primary liaison between the call center and clients, addressing any concerns or issues promptly
  • Ensure that client expectations are met and exceeded, maintaining strong relationships and high levels of satisfaction
  • Lead and motivate call center supervisors, agents, and other team members
  • Provide guidance, training, and support to ensure that team members are effective and engaged
  • Implement and monitor quality control processes to ensure that service standards are upheld
  • Conduct regular audits and evaluations of call center interactions and provide feedback for improvement
  • Develop and execute strategies to optimize account performance and achieve client goals
  • Work with clients to understand their evolving needs and adjust operational plans accordingly
  • Prepare and present detailed reports on account performance, including metrics, trends, and areas for improvement
  • Use data-driven insights to make informed decisions and drive continuous improvement
  • Address and resolve complex issues or escalations that arise, both internally and with clients
  • Implement corrective actions and preventive measures to avoid future problems
  • Continuously assess and refine operational processes to enhance efficiency and effectiveness
  • Implement best practices and innovative solutions to improve service delivery and client satisfaction

Qualifications

  • Proven experience in the BPO Industry
  • A minimum of 2 years' experience as Account Manager
  • Experience in handling US Healthcare Campaigns will be an added benefit
  • Excellent verbal and written English skills
  • A dynamic and engaging personality, with a positive and proactive attitude, and strong problem-solving skills
  • Ability to work in a fast-paced working environment

Requirements

  • This role requires you to work EST hours Mon - Fri from 8h30am to 6pm EST (14h30pm to 24h00am South African time), however must be flexible and willing to work alternating shifts
  • A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory
  • A reliable power backup solution is required to manage load shedding and power outages

Company Description

ISTA Solutions is home to rockstar professionals who aim to be engaged in defining and building an employee centric culture, focused on long term success, work-life balance, and life-long learnings. From the industries we support, to the functions we perform, ISTA has structured ourselves differently from other outsourcing companies; effectively setting ourselves apart from the rest of the pack. If you are looking for something new and something different, where you are engaged not only in your own success but in defining and building the culture you want to belong in, you've come to the right place.

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Before You Apply
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📍 Be aware of the location restriction for this remote position: South Africa
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Sales / Business
BPO Client Account Manager @ISTA Personnel Solutions
Sales / Business
Salary 💸 unspecified
Remote Location
South Africa
Job Type full-time
Posted Mar 19, 2025
Apply for this position Unlock 53,406 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: South Africa
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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