Account Manager

Job Summary/ Overview

· Coordinate and execute the company's Global Essential Security Policies

· Acts as client liaison and develop a strong partnership with clients

· Participate in the compliance of the company's operating standards

· Manage to meet gross profit budget

· Execute ESAT and KSAT plans to meet annual targets

KEY responsibilities AND ACCOUNTABILITIES

(may perform other duties as requested not specifically addressed in this document)

• Coordinate internal departments and Operations to meet client’s deliverables
• Manage a healthy program performance scorecard based on annual strategic plan of the country market
• Develop direct reports and potential Operational leaders
• Execute GESP, TOPS, BEST AM, BEST QA and regional Operations basics
• Perform contractual compliance process and achieve SLAs
• Elaborate client needs assessment and propose resources needed
• Develop a strong relationship with client
• Report Gross profit deviations and action plan to Site Operations Manager
• Report monthly performance to Site Operations Manager
• Control operations financial assumptions
• Participate with HR Manager and Site Operations Manager to support ESAT and employee retention plans
• Lead the local support areas towards program objectives.
• Supervise fraudulent activities such as but not limited: illegal transactions, inappropriate changes, released calls and login-logout.
• Follow up on Client´s escalations process
• Elaborate fraud risk assessment and ensure proper controls are in place and documented in TP control.

Decision Making Authority: (Describe the authority permitted by the job by indicating examples that illustrate the types of independent decisions expected by the incumbent and the types of decisions expected to be recommended.)

MAIN job requirements

Education and specific Training

· Bachelor degree or currently studying with a 80% of completion

Preference of Bachelor: Engineering, Science & Law

Nearshore market: English proficiency level 3 / Spanish native or fluent

Work experience

3 years on a management position, preferably from the contact center industry

Special Certifications (if appropriate; identify if required to perform the job or just preferred)

· TOPS

· BEST AM Certification (to be completed during first available certification process)

· Elite Program (desired)

Required SKills

Technical Skills

· Intermediate usage of MS Office standard tools (Outlook, Excel, Word and Power point)

· Intermediate knowledge of Call Center Systems (AVAYA CMS Supervisor (or equivalent))

Quality tools :

· Root cause analysis

· Cause and effect diagrams

· Histograms

· Control Charts

· Client Relationship Management System (CRM)

· Client Quality Guidelines

Soft and specific skills

· Adaptability

· Customer orientation

· Teamwork

· Communication

· Initiative

· Leadership

· Strategic thinking

· Team development

· Results-oriented

· Change Management

· Empowerment