Site Account Manager
Core
Operations leader responsible for executing service delivery, ensuring operational excellence, and managing client relationships for a BPO account.
Role type
Senior Site Account Manager (Operations)
Builds
Client service delivery and operational workflows
Domain
Business Process Outsourcing (BPO) / Customer Service
Required skills
People leadership, P&L management, contract performance management, SLA compliance, team development, financial decision-making, client relationship management, workflow optimization
Preferred skills
Experience with Engage platform, multi-service solution delivery, due diligence for new business
Technologies
Engage, Microsoft Office
Responsibilities
Oversee contracted operations to meet client and employee needs; manage full employee lifecycle including hiring, training, and performance reviews; ensure compliance with SLAs and company policies; manage staffing, workflow volumes, and headcount allocation; review monthly P&L and manage labor allocations; create and present monthly Client Service Reviews (CSR); drive continuous improvement and resolve escalated client issues; identify opportunities for account growth and new services.
Seniority
Senior, hands-on IC
