Account Operations Manager
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POST DATE 9/15/2016
END DATE 10/8/2016
The Results Companies
Winter Haven, FL
JOB DESCRIPTIONNamed the 2015 Best Voice Excellence Company in the Philippines by ICT International and Inc. Magazine's 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, near shore and far shore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.
Responsible for operations and partner side of a specific partner LOB within the site. Functions as Project Manager (PM) and Account Manager with peer relationship to Site Operations Director.
Duties And Responsibilities
Customer point of contact
Functions as the on-site account relationship manager
Conducts weekly and monthly business reviews for the LOB
Provides executive weekly updates
Responsible for QBR delivery
Oversees communication and execution of customer initiatives
Serves as the liaison between the site and partner LOB
Responsible invoice compilation and approval
Conducts daily operations strategy sessions
Ensures that weekly staffing requirements are met
Responsible for weekly financial playbook review - waterfalls
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
Frequent: Bending/stooping, reaching, repetitive motions, sitting, standing, walking.
Occasional: Carrying, kneeling, lifting, pushing/pulling.