Customer Service Account Manager

hace 12 horas

San José, Costa Rica Sykes Costa Rica A tiempo completo

**Objective**:
To plan, develop, coordinate, and direct the service for one or more client accounts by managing the activities of one or more customer support Supervisors, Team Managers, and Representatives, while aggressively pursuing opportunities for account, site, and/or corporate business growth; therefore, maximizing the use of company resources and minimizing the waste to keep financial indicators healthy.
**Hard skills**:

- Advanced English Speaker.
- Minimum 1 year of experience as Customer Service Account Supervisor or Account Manager.
- Client management experience.
- University student or B.A in Business, Industrial Engineering, or related.
- Schedule flexibility.
**Soft skills**:

- Excellent Time Management skills.
- Knowledge of the Microsoft Office Package, specially Excel expertise in reading, modifying, and creating reports.
- Ability to resolve complex problems.
- Ability to observe patterns, irregularities, and exceptions.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Organized.
- Ability to present odd situations in a positive tone, promoting performance improvement.
**Responsibilities**:

- To administer performance by coaching supervisors, team managers and agents, creating and maintaining development plans, conducting performance appraisals and one-to-one sessions, recommending training, and encouraging individual employee participation in decision making, through availability and real-time management.
- To calculate financial responsibility, through monthly client invoicing (may include any other charge resulted/needed), budgeting, forecasting, and financial data tracking necessary for the proper operation of the business, in order to fulfill Sykes' expectations regarding financial returns and profit margins.
- To plan and manage support services for one or more client accounts
- To elaborate annual business plans to be aligned to corporate strategies
- To facilitate the necessary resources for each Line of Business to be successful in the accomplishment of daily tasks and client expectations.
- To develop and maintain client rapport and complete satisfaction with contract and customer services.
- To provide the lead role in client communications in matters of support center performance, reporting, billing, systems, staffing, product development, and complaints.
- To define measurement systems to monitor account performance against specific contractual metrics, production objectives, performance against goals, quality levels and norms, and employee development and retention
- To adhere to Human resources and company guidelines.
- To implement call center standards according to local or Corporate requirements.
- To manage new account implementation, including controlling internal and external resources.
- To identify operational problems, analyze trends, and implement corrective and preventive actions.
- To maintain updated client contracts by documenting changes in scope and conducting periodical reviews.
- To negotiate with the client and approve changes in the account, such as call volume, type of service, changes in databases, and others
- To create budgets and forecasts to assure high management that the business is profitable at a point in time.
- To meet periodically with clients to revise all aspects related to the business.
- To communicate company policies to the accounting personnel.
- To generate requests for new hires and ramp plan necessities, general account health, and ensure all is carried out compliant with requirements
To complete, maintain, and process pertinent paperwork and records
- To elaborate performance appraisals and disciplinary actions
- To match the information that appears in the Compliance Report generated by the WFM group against the information that is entered/reported into RH pro, in order to ensure both the accuracy and consistency of such information.
- To administer labor, internal troubles, and dismiss by team managers and agents.
- To perform any other tasks, duties, or services requested by his/her immediate superior.
**Benefits**:

- Educational reimbursement
- Compensation and benefits
- Referral bonus
- Wellness Program
- SYKES Tech Academy

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