Account Manager

Account Manager

eTeam Workforce Pte Ltd
2-5 years
Not Specified

Job Description



Job Description

Position Summary: Manages and directs a single client line of business. Monitors contract compliance, quality standards and performance and drives change to meet thresholds at all client(s) sites - completely understands contracts to determine appropriate Key Performance Indicators (KPIs).

Essential Duties & Responsibilities:
(Please quantify each with a % of time spent on each duty and responsibility must add up to 100%)
  • 95% - Manages and directs a single line of client business. Monitors contract compliance, quality standards and performance and drives change to meet thresholds at all client(s) sites - completely understands contracts to determine appropriate Key Performance Indicators (KPIs).
    • Analyzes call center production performance data for trends and areas of specific process improvement and create reports.
    • Works with Site Directors and other site leadership to meet client expectations in terms of productivity, growth and profitability.
    • Project manages cross functional teams to implement process improvement solutions.
    • Develops business plans for call center department for client(s) satisfaction.
    • Manages client(s) relationships to grow and support current business
  • 5% - May perform other related duties and responsibilities as assigned and/or required.

Working Conditions and Physical Requirements:
  • This is a general office environment position.
  • Employee has limited walking requirements.
  • Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity. Individual bends, reaches, pushes and pulls file drawers to file records and reports.
  • Equipment Used: Personal computers/video display terminal (including mouse, external hard drives, etc.), printers, scanners, copiers, facsimile, telephones and other commonly used office accessories/equipment. Equipment may require set-up, adjustments or other procedures in order to maintain or meet company requirements.
  • Physical Requirements: Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
  • Physical Activities: Talking - Expressing or exchanging ideas by means of the spoken word those activities where detailed or important spoken instructions must be conveyed to others accurately, loudly or quickly. Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound. Repetitive Motions - Making substantial movements (motions) of the wrist, hands, and/or fingers.
  • Visual Acuity: The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing figures transcribing viewing a computer terminal and/or extensive reading.

Job Specifications
YEARS OF EXPERIENCE:
Related Work Experience: Minimum 2 years call center or customer service experience.

0-1

1-2

2-5

5-8

8-10

10&plus
Education and/or formal training:
  • Bachelor's degree or equivalent experience.

Knowledge, Skills and Abilities:
KSAs Common to All JDs:
  • Fluent in verbal and written English.
  • Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
  • Ability to work effectively in a team oriented, high demand and fast paced environment.
  • Ability to maintain high level of confidentiality and work with highly sensitive data and information.
  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
  • Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
  • Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

KSAs Project Management related positions
  • Demonstrated effective project management, presentation, negotiation and persuasion skills.
  • Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.

KSAs Analytical related positions:
  • Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.
  • Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.
  • Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.
  • Demonstrated ability to solve complex of problem gleans meaning from whatever date is available is a quick study of the new and different adds personal wisdom and experience to come to the best conclusion and solution, given the situation used multiple problem-solving tools and techniques.

KSAs Management level positions:
  • Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems.
  • Demonstrated leadership skills to effectively develop and lead a high performing team in meeting function/department/company short-term goals and objectives. Ability to take charge and get results within a team environment.
  • Demonstrated ability to resolve differences impartially and bring issues to a positive resolution.
  • Demonstrated change management aptitude and ability. Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.
  • Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility. Ability to translate diverse pieces of information into meaningful conclusions and results.
  • Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.
  • Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience.
  • Knows the business and the mission-critical technical and functional skills needed to do the job understands various types of business propositions and understand how businesses operate in general learns new methods and technologies easily.
  • Takes on all issues, challenges and people comfortably confronts and works through conflict delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers lets everyone know where they stand thrives in crises and is energized by tough challenges not afraid to make negative decisions and take touch actions challenges the status quo.

Other position Considerations:
  • Travel may be required to attend work related meetings and training sessions.
  • May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.
  • Able to maintain a regular work schedule to meet the needs of the business.
  • Required to read and follow all company policies and procedures.
  • Support and model the company values.

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