Account Manager
Job title: Account Manager – Bilingual
Department Project: Operations
Location: Santo Domingo, Dominican Republic (TPNSR, TPMX)
Reports to: Site Operations Manager/Director
Responsible for: The Account Manager is responsible for work environment, client satisfaction and profitability of one or multiple programs by being the main point of contact for our Client and the leader of the Business Unit integrated by ACMs, Quality team and Supervisors.
Contract : 48 hrs
Travel requirements: 25% of the time, Nearshore market: Current US Visa is a must
Matrix Reports to: Global Account Manager
Job Summary/ Overview |
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· 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 |
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KEY responsibilities AND ACCOUNTABILITIES |
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(may perform other duties as requested not specifically addressed in this document)
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.)
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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)
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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
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PLEASE APPLY TO THIS JOB ONLY IF YOU HAVE THE REQUIRED SKILLS ON THE JOB DESCRIPTION, OR IF YOU HAVE BEEN SENT HERE BY THE RECRUITER IN CHARGE OF THIS ACCOUNT.
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