Account Manager

Responsibilities : 

• Core Responsibilities

1. Monitoring floor map
2. Holding daily Management meetings
3. Update the Matrix
4. OPS Shuffling
5. Check QA Distribution Sheet
6. Handling Floor Announcements when required
7. Agents exceeding wrap-up, break, lunch, bathroom time

• Train Team leaders accordingly depending on lacking areas
• Inspect every Team Leaders’ tasks daily:

1. Operations Report mistakes
2. Review Actional Tasks and provide feedback
3. TLs daily hours and targets handed in daily
4. Review Monthly KPI’s
5. Review Monthly Quality Tracker avg.

• Office Improvement Strategy:

1. Decide which Seniors are to train which agent batch depending on Senior availabilities and outlier agents depending on their performance solely.
2. Implement/Review/Improve Outlier Training Program

• Basic operational tasks:

1. Compiling dialer-related reports: List issues, Call amount dialed issues, etc…
2. Daily HeadCount handed into PM every day at 06:30 PM CLT
3. Informing PM with significant issues the faces of the operation
4. Efficient shuffling and shuffle training to the TLs in case the ACM is not on site

• Communication Channels:

1. ACM is the POC between PM & OPS.
2. The Account Manager is expected to handle all queries of the staff.
3. ACM is expected to Coordinate with QA

• Dispute or discuss lead qualification status
• Check QA Distribution Sheet
• ACM is expected to Coordinate with HR
• If there are any Salary disputes to be addressed with HR
• Communicate agent replacement requirements
• Notify of implement/Pending actions that have/need to be taken.
• Client communications & management if needed

Working Hours: 9 hours starting from 4-5-6 PM including a 1-hour and 10 minutes break

Operational Days: 5 Days a week with 2 Days off

Shifts: Mon-Fri fixed