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    • ACCOUNT MANAGER - Cape Town - Callforceoutsourcing

    Callforceoutsourcing
    Callforceoutsourcing Cape Town

    4 weeks ago

    Default job background
    Description

    Creating Purposeful Careers in Contact Centre Solutions

    TITLE: Account Manager (BPO)

    We seek an experienced Account Manager with exceptional client relationship management skills and practical HR/IR experience to manage contact centre campaigns. This includes providing HR support and IR services for contact centre teams.

    Job Function:

    Client Relationship Management

    • Engage with the client management team for effective operational management.
    • Maintain Service Level Agreements and Standard Operating Procedures.
    • Analyse client needs to propose operational interventions.

    Recruitment

    • Liaise with the recruitment team on new hire profiles.
    • Coordinate the recruitment process.
    • Keep clients and the recruitment team informed of progress.
    • Schedule interviews.
    • Manage employee turnover.
    • Complete candidate placement documentation.

    Operational Management

    • Monitor attendance and schedule adherence.
    • Evaluate training quality, coaching, and related materials.
    • Implement performance management based on KPIs and targets.
    • Collect weekly and monthly reports (e.g., timesheets).
    • Ensure compliance with dress code and code of conduct.
    • Resolve 24-hour client and agent issues.
    • Manage misconduct and incapacity processes.
    • Manage credit control and billing to clients.

    HR / Payroll Administration

    • Oversee staffing administration.
    • Submit payroll and leave queries.
    • Update attendance registers and submit them by payroll deadlines.
    • Administer medical aid and leave reports.

    Reporting

    • Attend client meetings and provide reports.
    • Complete daily, weekly, and monthly reports as required.

    Qualifications:

    • Matric Certificate

    Skills and Experience:

    • 2-3 years of Client Relationship Management experience.
    • Experience working on Call Centre campaigns.
    • TES Account/Project Management experience is advantageous.
    • Practical HR/IR knowledge and experience.
    • Valid driver's license and own vehicle.

    Competencies:

    • Strong interpersonal skills.
    • Good verbal and non-verbal communication skills.
    • Conflict management ability.
    • Customer service focus.
    • Flexibility and adaptability.
    • Stress tolerance and resilience.
    • Planning, organising, and time management.
    • Quality focus and excellence orientation.
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