ACCOUNT MANAGER (BPO) (Cape Town)

• Engage with the client management team to ensure effective operational management.
• Ensure implementation & maintenance of Service Level Agreements and Standard Operating Procedures.
• Identify trends and analyse the needs of the client to propose operational interventions.

• Liaise with the recruitment team, ensuring full understanding of the profile for new recruits.
• Assist with co-ordination of recruitment process.
• Keep the client and recruitment team informed of process.
• Schedule interviews.
• Manage attrition.
• Completion of all documentation relating to candidate placement.

• Monitor attendance and adherence to schedule.
• Investigate incidents.
• Monitor quality of training/quality/coaching and related material.
• Performance Management as per KPIs and Targets.
• Collect weekly & monthly documentation (e.g. Collection of timesheets).
• Ensure compliance with dress code and code of conduct.
• 24 HR problem resolution client/agent
• IR management manage misconduct and incapacity processes
• Manage credit control respect of billings to clients.

• Management of all associated staffing administration.
• Submit payroll and leave queries, follow through on queries.
• HR administration - ensure attendance registers updated and submitted as per payroll deadlines.
• Medical Aid admin and leave reports.

• Attend client meetings and provide reports.
• Complete all required daily, weekly and monthly reports.

• Matric
• Tertiary degree/diploma (a preference)
• Computer literacy - MS Office – strong Excel

• 2-3 years Client Relationship Management experience
• Experience in working on Call Centre campaigns.
• TES Account/Project Management experience (a strong advantage).
• Practical HR/IR knowledge and experience.
• Valid driver’s licence & own motor vehicle.

• Strong inter-personal skills.
• Good verbal and non-verbal communication skills.
• Ability to manage conflict.
• Strong Customer Service Focus.
• Flexibility and adaptability.
• Stress tolerance and resilience.
• Planning, organising and time management.
• Quality focus and excellence orientation.

CallForce