Account Manager - Mon-Fri, 3pm - 12am
Core
Operations leader responsible for executing service delivery, managing client relationships, and leading a team to ensure operational excellence and cost optimization.
Role type
Senior Account Manager / Operations Leader
Builds
Client service delivery and operational processes
Domain
Business Process Outsourcing (BPO) / Customer Service
Deliverable
client delivery
Required skills
People leadership, financial management (P&L), contract management, client relationship management, team development, workflow management, data analysis, continuous improvement, budgeting
Preferred skills
Experience with multi-service solutions, Microsoft Office proficiency
Technologies
Engage (workflow management system), Microsoft Office
Responsibilities
Oversee contracted operations to meet client and employee needs; manage full employee lifecycle including hiring, training, and performance management; establish and sustain quality service delivery through SOPs; review monthly P&L and manage labor allocations; create and present monthly Client Service Reviews (CSR); manage client relationships and solicit feedback; drive continuous improvement initiatives.
Seniority
Senior, hands-on IC with team leadership