To manage and develop operations, its key personnel, and promote continuous development geared towards meeting and exceeding client expectation(s).
To plan, coordinate, and direct the support service delivery of the Prepaid Project Penguin account.
In general, the Account Manager | Operations Manager is measured by the well being of her/his account specific financials, client satisfaction, and employee development and retention.
To manage and develop operations, its key personnel, and promote continuous development geared towards meeting and exceeding client expectation(s).
To plan, coordinate, and direct the support service delivery of the Prepaid Project Penguin account.
In general, the Account Manager | Operations Manager is measured by the well being of her/his account specific financials, client satisfaction, and employee development and retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assists the Senior Account Manager as a strategic driver for the client
Assists the Senior Account Manager in developing and maintaining partnerships with clients to increase business and client satisfaction
Develop and maintain client rapport and complete satisfaction with contract and customer services.
Functions as link between company and client
Assists the Senior Account Manager in maintaining updated client contracts by documenting changes in scope and conduction period reviews
Assists the Senior Account Manager in dealing with pricing and contract negotiations and other cost issues that pertain to the operations in general.
Directly accountable for and routinely reviews account's performance against contract metrics and client expectation. Assures that contract documentation and information is up to date and files are maintained.
Provides client with complete, accurate, timely, and professional performance reporting as required. Assures that contract requirements including service levels, talk times, handle times, response time, escalations, quality sat scores, etc. are routinely conveyed and understood by team members.
Assists and/or provides the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development, and complaints. Communications, including telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are expected to be thorough, professional, and polished at all times. Is accountable for the information conveyed to clients and responsible for distribution to internal management, Sales and staff of key information received.
Implements business operation and service solutions utilizing the continuous improvement process
Liaises with the implementation team where appropriate. Ensures effective implementation of all programs under the end-to-end requirement of the client.
Liaises with the support services team where appropriate. Ensures delivery of account requirement for better job satisfaction and support.
Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary.
Oversees the conduct of the whole operations in order to ensure that all divisions are synergized and aligned.
Manages and designs quality and productivity programs for the division, together with the Senior Account Manager | Manager II in order to build awareness among its team members under the light of continuous improvement.
Accounts for a systematic, standardized, and updated process across all division.
Supervises and motivates the team to ensure an acceptable level of productivity.
Attends seminars and conferences and does waterfall training to Account Supervisors and or Team Leads.
Assists the Senior Account Manager | Manager II / Operations Director in developing and planning for improvement programs for all staff levels.
Manage defined support services including planning, development, implementation, and maintenance for one or more accounts.
Ensures effective communication of old and new company policies to the entire team.
Develop, grow, and maintain employee experience, capability, morale, and job satisfaction.
Takes lead and or assists the Senior Account Manager | Manager II / Operations Director in defining measurement systems to monitor and report performance metrics and client satisfaction to the client, the company, and our employees.
Pursues opportunities for account, site, and/or corporate business growth.
Takes Lead and or assists in providing accurate, timely, and professional written, statistical and verbal reports to management for historical, current status, and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.). Proactively ascertains potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication, and industry awareness.
Contributes to other projects/new program implementation if requested.
Including ad hoc center-wide troubleshooting and other directives either from OD, RD or VP of operations.
Implements new systems or process within the team to ensure invoice accuracy.
Ensures invoices are released timely and clients settle their charges in the same fashion.
Meet or exceed account objectives for revenue and gross profit.
Makes sure that locked forecast is within +/- 5% of actual revenue
Measures and tracks financial performance against forecast and budget.
Administers the account's budget to monitor cost and analyze variances.
Assists the Senior Account Manager | Manager II / Operations Director in planning for the account's budget.
REQUIRED EDUCATION AND EXPERIENCE
University Degree or the equivalent
2-3 years related experience in the Call Center industry
Proven track record in Employee Performance Management and People Development
Experience in working with people on different levels
Experience of negotiation and diplomacy
Experience in managing a budget and the ability to analyze statistical information
Good analytical skills
Computer Literate, Proficient with spreadsheets and word processing software
Strong organizational and planning skills.
Excellent written and verbal communication skills.
A strong team player.
Self-starter and has the ability to work independently / self-motivated.
Excellent interpersonal / coaching skills is a must.
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Continuum Global Solutions
To plan, coordinate, and direct the support service delivery of the Prepaid Project Penguin account.
In general, the Account Manager | Operations Manager is measured by the well being of her/his account specific financials, client satisfaction, and employee development and retention.
To manage and develop operations, its key personnel, and promote continuous development geared towards meeting and exceeding client expectation(s).
To plan, coordinate, and direct the support service delivery of the Prepaid Project Penguin account.
In general, the Account Manager | Operations Manager is measured by the well being of her/his account specific financials, client satisfaction, and employee development and retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assists the Senior Account Manager as a strategic driver for the client
Assists the Senior Account Manager in developing and maintaining partnerships with clients to increase business and client satisfaction
Develop and maintain client rapport and complete satisfaction with contract and customer services.
Functions as link between company and client
Assists the Senior Account Manager in maintaining updated client contracts by documenting changes in scope and conduction period reviews
Assists the Senior Account Manager in dealing with pricing and contract negotiations and other cost issues that pertain to the operations in general.
Directly accountable for and routinely reviews account's performance against contract metrics and client expectation. Assures that contract documentation and information is up to date and files are maintained.
Provides client with complete, accurate, timely, and professional performance reporting as required. Assures that contract requirements including service levels, talk times, handle times, response time, escalations, quality sat scores, etc. are routinely conveyed and understood by team members.
Assists and/or provides the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development, and complaints. Communications, including telephone, e-mail, letter, fax, personal, group meetings, presentations, and site visits are expected to be thorough, professional, and polished at all times. Is accountable for the information conveyed to clients and responsible for distribution to internal management, Sales and staff of key information received.
Implements business operation and service solutions utilizing the continuous improvement process
Liaises with the implementation team where appropriate. Ensures effective implementation of all programs under the end-to-end requirement of the client.
Liaises with the support services team where appropriate. Ensures delivery of account requirement for better job satisfaction and support.
Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary.
Oversees the conduct of the whole operations in order to ensure that all divisions are synergized and aligned.
Manages and designs quality and productivity programs for the division, together with the Senior Account Manager | Manager II in order to build awareness among its team members under the light of continuous improvement.
Accounts for a systematic, standardized, and updated process across all division.
Supervises and motivates the team to ensure an acceptable level of productivity.
Attends seminars and conferences and does waterfall training to Account Supervisors and or Team Leads.
Assists the Senior Account Manager | Manager II / Operations Director in developing and planning for improvement programs for all staff levels.
Manage defined support services including planning, development, implementation, and maintenance for one or more accounts.
Ensures effective communication of old and new company policies to the entire team.
Develop, grow, and maintain employee experience, capability, morale, and job satisfaction.
Takes lead and or assists the Senior Account Manager | Manager II / Operations Director in defining measurement systems to monitor and report performance metrics and client satisfaction to the client, the company, and our employees.
Pursues opportunities for account, site, and/or corporate business growth.
Takes Lead and or assists in providing accurate, timely, and professional written, statistical and verbal reports to management for historical, current status, and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.). Proactively ascertains potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication, and industry awareness.
Contributes to other projects/new program implementation if requested.
Including ad hoc center-wide troubleshooting and other directives either from OD, RD or VP of operations.
Implements new systems or process within the team to ensure invoice accuracy.
Ensures invoices are released timely and clients settle their charges in the same fashion.
Meet or exceed account objectives for revenue and gross profit.
Makes sure that locked forecast is within +/- 5% of actual revenue
Measures and tracks financial performance against forecast and budget.
Administers the account's budget to monitor cost and analyze variances.
Assists the Senior Account Manager | Manager II / Operations Director in planning for the account's budget.
REQUIRED EDUCATION AND EXPERIENCE
University Degree or the equivalent
2-3 years related experience in the Call Center industry
Proven track record in Employee Performance Management and People Development
Experience in working with people on different levels
Experience of negotiation and diplomacy
Experience in managing a budget and the ability to analyze statistical information
Good analytical skills
Computer Literate, Proficient with spreadsheets and word processing software
Strong organizational and planning skills.
Excellent written and verbal communication skills.
A strong team player.
Self-starter and has the ability to work independently / self-motivated.
Excellent interpersonal / coaching skills is a must.
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Continuum Global Solutions
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Continuum Global Solutions
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Continuum Global Solutions jobs
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About the company
Continuum Global Solutions jobs
Philippines