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.

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