Account Manager at Calltronix Contact & Training Centre
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.