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Call Center Account Manager

Sykes Enterprises
Maadi, Cairo
Posted 8 years ago
212Applicants for1 open position
  • 73Viewed
  • 24In Consideration
  • 75Not Selected
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Job Details

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Job Description

Account Management
  • Develops and maintains partnerships with clients to increase business and client satisfaction
  • Functions as link between company and client
  • Schedules, coordinates and facilitates client communication
  • Sustains and grows business partnerships with client by offering proactive solutions
  • Identifies problems, analyses trends and implements corrective and preventive actions
  • Implements business operation and service solutions utilizing the continuous improvement process
  • Maintains updated client contracts by documenting changes in scope and conducting period reviews
  • Prepares, implements, maintains and reviews existing client projects
  • Achieves and exceeds client service level agreements
  • Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary
Team Management
  • Accountable for the performance of supervisors by coaching, creating and maintaining development plans, setting objectives, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making
  • Accountable for the identification of training needs of the team, for fulfilling those and ensuring a development plan is in place for a successor
  • Accountable for liasing with any remote sites and ensuring that they deliver an effective, consistent, high quality service.
  • Communicates company policies
  • Completes, maintains and processes pertinent paperwork and records
  • Accountable for the recruitment of staff

Financial

  • Responsible for the accurate tracking of costs related to or billable to the client
  • Responsible for ensuring that all related prices, costs etc are kept up to date
  • Participates in creating budgets and forecasts
  • Measures and tracks financial performance against forecast and budget
  • Responsible for the accurate and timely invoicing of clients

Job Requirements

  • Educated to at least HND level or equivalent qualification
  • Demonstrable experience in the customer service industry at management level.
  • Extensive Client management and relationship experience.
  • Experience in working to, achieving and exceeding client expectations, KPI’s and Service Level Agreements.
  • Previous responsibility and accountability for Profit and Loss, including the preparation of budgets, contractual pricing and business plans.
  • A high level of business and commercial acumen.
  • Excellent communication skills both written and verbal.
Analytical Skills:-
  • The ability to identify problems, collect data, establish facts, draw conclusions and provide solutions.
Experienced in the use of MS Office:-
  • MS Word, MS Excel and MS PowerPoint as a minimum.
  • Proactive and Innovative.
  • Self motivated with a vision of continuously adding value to customers and clients.

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