Newstel Worldwide

Account Manager, German/English Speaking

Newstel Worldwide

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • Serve as the main point of contact for assigned client accounts, building trusted, long-term relationships.
  • Lead regular client communications, including performance reviews, service updates, and strategic discussions.
  • Ensure all contractual SLAs and KPIs are consistently met or exceeded.
  • Onboard new clients.
  • Lead the onboarding of new client accounts, ensuring a structured, efficient, and high-quality transition into operations.
  • Gather, validate, and complete all required client data and operational documentation to support service delivery.
  • Build and manage a clear onboarding timeline and roadmap, aligning internal teams and client stakeholders to agreed milestones.
  • Prepare and coordinate training documentation in collaboration with clients, Operations, and Quality teams.
  • Liaise closely with HR and Talent teams to support recruitment planning, onboarding, and readiness for go-live.
  • Act as the central coordination point throughout the onboarding phase, ensuring risks, dependencies, and timelines are actively managed.
  • Own performance against agreed KPIs and SLAs, proactively identifying risks and implementing corrective actions.
  • Analyse and share operational data with the client, to drive continuous improvement in productivity, quality, and customer outcomes.
  • Oversee quality assurance standards in line with client and internal expectations.
  • Identify and propose account growth opportunities, including service expansion, upsell, and optimisation initiatives.
  • Support contract renewals and pricing discussions where required.
  • Provide leadership and oversight to Team Leaders and operational management teams.
  • Ensure teams are aligned to client expectations, performance targets, and quality standards.
  • Support performance management, coaching, and development of Team Leaders.
  • Working with internal teams, produce accurate forecasting for volumes, headcount, and performance requirements.
  • Deliver clear, insightful reporting to clients and internal stakeholders.
  • Use data to support strategic planning and operational decision-making.
  • Oversee recruitment planning for client accounts in collaboration with HR and Talent teams and in line with client forecasted requirements.
  • Ensure timely hiring and onboarding aligned to forecasted demand and SLA requirements.
  • Create and oversee schedules that accurately reflect operational requirements, forecasted volumes, and client service expectations.

Requirements

  • Fluent in German & English
  • Proven experience in an Account Manager or Client Services role, ideally in a contact centre or BPO environment.
  • Strong understanding of contact centre metrics, including AHT, CSAT, QA, occupancy, shrinkage, and service levels.
  • Demonstrable experience managing performance against KPIs and SLAs.
  • Solid understanding of quality assurance frameworks in a contact centre environment.
  • Experience using relevant SaaS platforms such as Salesforce, Zendesk, or similar CRM and ticketing systems.
  • Strong analytical, reporting, and forecasting skills.
  • Excellent stakeholder management and communication skills.
Benefits
  • Flexible working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementperformance managementdata analysisreportingforecastingquality assuranceonboardingclient communicationservice deliverycontract management
Soft Skills
relationship buildingleadershipstakeholder managementcommunicationcoachingstrategic planningproblem-solvingteam alignmentrisk managementcontinuous improvement