Account Operations Manager
The Results Companies
Bogota, Cundinamarca, Colombia
hace 4 días

Position Overview

The Account Operations Manager is responsible for Partner KPI performance for a specific Partner or LOB within a client’s portfolio and the staff they partner with at each site.

Duties and Responsibilities

  • Account point of contact
  • Conducts weekly and monthly business reviews for the LOB
  • Responsible for QBR delivery
  • Holds weekly staffing calls with WFM
  • Processes internal and external data collection requests
  • Communicates and proactively supports and carries out Partner initiatives
  • Communicates and oversees partner funded incentive management
  • Prepares account specific communications, including PowerPoint presentations, memos, and verbal
  • Qualifications

  • At least 5 years experience managing a minimum of 125 inbound / outbound sales and customer service agents
  • Advanced knowledge of call center services industry and best practices
  • Understands ramifications of call center actions on the business, including revenue, expense and employee dynamics
  • A proven track record of achieving sales and quality goals
  • Excellent motivational skills with a demonstrated ability to develop leaders
  • Strong focus on continuous improvement and operational optimization
  • Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment
  • Knowledge of Microsoft Office programs and multiple operating systems
  • Excellent oral and written communication skills
  • Ability to effectively respond to questions from managers, clients and customers
  • Knowledge of federal and state call center compliance regulations
  • Occasional travel may be required
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