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Call Center Account Manager

5 meses atrás

Lisboa, Portugal United Call Centers Kft Tempo inteiro

The **Account Manager** is responsible for being a trusted Client advisor, bringing together **United Call Centers**’ expertise and thought leadership to shape solutions and to solve our Clients’ most critical business needs. The Account Manager ensures Client and Customer satisfaction levels and profitability goals are achieved and maintained, and develops and maintains partnerships with Clients in an exceptional way to increase business and Client satisfaction as well.
- They will achieve the above by:_
- Taking sole responsibility of the Client business management
- Maximizing profitability by retaining and growing the existing business through farming of the existing lines of business
- Finding new opportunities for growth in new divisions or lines of business within existing Client accounts
- Driving contractual and commercial negotiations/discussions
- Enhancing the client relationship across all levels with the stakeholders within the Client organizations
- Renewing existing contracts, including RFP responses
- Offering the best value to the Clients based on operations support while ensuring that all pricing models get the greatest profit margin
- Partnering with Sales, Operations, Legal, IT and Support Functions, in managing relations, issues, negotiations, strategy in support of Client requirements and targeted financial goals.

**Responsibilities**
- Maintains knowledge of the long-term business strategies of each of the potential client(s) business lines to anticipate and plan for optimal partnership interaction between the client and the company
- Develops and executes strategic decisions and business plans for allocated clients
- Meets annual growth targets established
- Responsible for contractual and commercial frameworks and negotiations
- Effectively promotes United Call Centers’ services through proposals and presentations
- Manages new account implementation, including controlling all internal and external resources
- Responsible for building and maintaining strong, long-lasting relationships that are growing commercially to maximize the reputation and growth of United Call Centers’ business with each client account
- Ensures retention of the client’s business, developing broad and deep relationships across the client accounts
- Identifies areas of revenue growth and ensures that United Call Centers’ operational and functional teams are engaged as required to support delivery of new business
- Gains the commitment of employees to the company goals and objectives
- Develops relationships with key internal United Call Centers stakeholders to build strong communication channels to support the client’s current and future operational growth
- Communicates performance goals and measures to staff and provides regular and constructive feedback
- Identifies problems, analyzes trends and implements corrective and preventive actions
- Participates in account Reviews with Operations, Support functions and Clients
- Oversee change management process with Client, Operations, and Support functions
- Ensures operational results are clear and delivered in a timely manner
- Attends QBR’s, SBR’s and other key meetings as appropriate
- Acts as escalation point for client issues that have not been resolved by normal channels

**Planning and organizing**
- Ensures that the team is sufficiently-staffed to provide a quality service for the clients
- Preparation of Budgets and Forecasts
- Measures and tracks financial performance against forecast and budget
- Completes, maintains, and processes pertinent paperwork and records
- Plans the monitoring of staff performance
- Prepares and organizes staff incentives etc.
- Prepares for Client meetings and QBR’s

**Experience, knowledge, and skills required**
- BSc or BA level of education
- Proficient _German and English_ language skills (both written and oral)
- Three years of experience in the _BPO industry with a minimum of one year’s management experience_
- Excellent communication/presentation skills and ability to build relationships
- Knowledge of managing a budget and the ability to analyze statistical information
- Knowledge of UCC’s Clients and their services
- Exceptional people management and interpersonal skills
- Report writing and analytical skills
- A business acumen
- Ability to identify problems, collect data, establish facts, and draw conclusions
- Outstanding knowledge of MS Office; knowledge of CRM software
- The ability to stay calm under pressure and in a fast-paced environment
- Enthusiastic and passionate

**Job Type**: Contract

Application Question(s):
**Experience**:

- Call Center management: 1 year (required)

**Language**:

- German (required)