Account Manager
Posted:
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 to ensure 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.
CV Job Description Matcher See how well your CV matches this job and get tips to improve your chances AI Tool
This tool helps you see how closely your CV matches a job description. It also gives you simple suggestions on what to improve so you have a better chance of getting shortlisted.
Never pay anyone for job applications, interview tests, or job interviews. A genuine employer will never ask you for payment under any circumstances.