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Account Manager Job Calltronix
Customer Srtrvice Jobs. Calltronix Contact & Training Centre Jobs
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.
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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.
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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How to Apply
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