Candidates Testimonials – How C.S.S Got Me Hired
Our Services
Free Trainings & Events
Account Manager Job Calltronix
Customer Service 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.
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.
How to Apply
🚨 Before You Apply for This Job…Need Help With Your CV?
This job will attract 1000+ applicants.
Many qualified professionals miss out on getting shortlisted and interviews — not because they lack experience, but because their CV doesn’t clearly show how they fit this specific job.
🎯 Want to get an interview fast? Customize your CV specifically for this job.
Using the same CV for every application will not get you interviews.
Email your CV today to our Client Service Manager, Rose, using cvwriting@corporatestaffing.co.ke
Subject: CV Review & Upgrade.
Rose and our recruiters will review your CV and show you exactly how to improve it for the job you are targeting.
Using an A.I-generated CV but not getting interviews? Click here & get it reviewed by our recruiters.