BPO Client Account Manager – EST Hours
iSTA Solutions
full-time
Posted on:
Location Type: Remote
Location: South Africa
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About the role
- Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective
- Oversee scheduling to meet client needs and service level agreements (SLAs)
- Build strong, long-term client relationships
- Understand campaign objectives, KPIs, and operational needs
- Work closely with agents, team leaders, and internal stakeholders
- Monitor account performance and address risks proactively
- Prepare and present detailed weekly reports on agents performance, including metrics and areas for improvement
- Handle client queries, concerns, and escalations
- Identify opportunities to improve service delivery and client satisfaction
- Maintain clear, professional communication with overseas clients
Requirements
- Experience in a **BPO, Call Centre, or similar operational environment**
- Prior experience managing agents, teams, or operational workflows
- Exposure to **USA campaigns or other international / overseas campaigns**
- Strong client communication and relationship management skills
- Ability to manage multiple priorities in a fast-paced environment
- Professional, solutions-driven, and highly organised
- Excellent verbal and written English skills
- A dynamic and engaging personality, with a positive and proactive attitude, and strong problem-solving skills
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
client communicationrelationship managementproblem-solvingorganizational skillsverbal communicationwritten communicationproactive attitudesolutions-drivendynamic personalityability to manage multiple priorities