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Account Manager

The Account Manager position requires a highly detail oriented, accurate, customer service focused, organized, individual who will be responsible for managing the day to day activity of a high-profile customer account.  This includes ensuring profitability of the programs, constant client interaction, retaining and growing the account’ and communicating directly with the management teams for inbound and outbound agents.

Essential Functions and Responsibilities:

  • Maintain a high level of understanding of the client and their industry to assist calling staff in identifying new business opportunities.
  • Communicate regularly with upper management regarding the account's performance.
  • Deliver results of the account and team through regular Business Reviews and team meetings.
  • Prepare reports and analysis for monthly and quarterly or end of program reviews.
  • Define measurement systems to accurately monitor and report performance and client satisfaction.
  • Manage defined programs including planning, development, implementation and follow-up for one or more accounts.
  • Meet or exceed account objectives for revenue and gross profit.
  • Deliver expected quality scores and results as demanded by the client.
  • Develop direct reports through creating individual development plans, coaching these individuals to achieve their objectives and evaluating their performance.
  • Assume the lead role in client communication with operational matters on the account.
  • Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans when necessary.                                                                                                

Required Experience, Skills and Education: 

  • Bachelor’s Degree preferred, with 1-2 years’ experience in call center management or an equivalent combination of education
  • and experience.
  • Strong and effective verbal and written communication skills
  • Must be a team player and leader
  • Strong decision-making skills
  • Successfully manage multiple processes /projects simultaneously
  • Excellent interpersonal and organizational skills
  • Flexible to the needs of the business and clients
  • Ability to effectively coach and develop direct reports and team.
  • Build relationships with client and internal teams (CS, Finance, IT)
  • Demonstrate professionalism in all situations
  • Ability to review, analyze, interpret reports and performance statistics
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