Telecommute Contact Center Solutions Account Manager South Carolina

Job is Expired
Location: Nationwide
Compensation: Salary
Staff Reviewed: Thu, Aug 23, 2018

Job Summary

Reporting to the Vice President of Contact Center Solutions, this position is responsible for managing the client relationship and ensuring timely and professional responses to account specific deliverables and services in a 3rd Party Call Center enviornment, overseeing virtual and on site teams. In the role of Account Manager, you will be working with high-caliber professionals and enthusiastic clients in a fast-paced environment. You will collaborate with clients on an on-going daily basis and will participate in the entire lifecycle of each project; using cutting-edge Contact Center metrics to assist in building cost effective systems for new clients and providing ongoing support for clients after the system has successfully launched.

As an Account Manager you will assist in requirements for the gathering of best practices, monitoring project workflow, building out all financial areas, developing and implementing content for the solutions, increasing revenues and productivity. The Account Manager is the primary contact for their client groups and provides ongoing support after successful system deployment and ensures the delivery of all client contractual obligations with the objective of meeting or exceeding expectations. This position may be a part of Skybridge Americas virtual leadership team and does not necessarily need to be on site.

Responsibilities
Manage the operational oversight of assigned client contracts, ensuring Service Level Agreements (SLAs) are met or exceeded to the satisfaction of Skybridge and the client.
Lead account projects and analyze outgoing resources on a monthly, quarterly and annual basis. Projects vary by client but include identifying areas of focus in which to effectively manage costs, implement direct account initiatives and develop strategic methodologies which may include selling additional Skybridge services accurately and effectively, preparation of all client programs/projects and clearly communicating all the details regarding the client and the project in a timely fashion.
Conduct regular reviews using information provided by client to confirm any solutions provided are still the best advice/process for the client.
Prepare and administer the account's annual budget and achievement.
Responsible for cost center reports and costs associated with the account and its operation.
Forecast and attain monthly and annual sales goals, and profitability to budget.
Ensure call allocation and service levels meet or exceed the guaranteed standards agreed to with the client.
Track billable functions and prepare monthly billing and invoicing.
Create and perform quarterly reviews and analysis with client.
Be a consultant; discuss program/project requirements with clients and advise them in their best interest, seeking assistance from colleagues and superiors when necessary.
Prepare requests for information (RFI) for clients and ensure follow through to end results of RFI or RFP processes, in partnership with other departments.
Responsive to the requirements of clients with due care, attention, courtesy, enthusiasm, and professionalism.
Develop and maintain a outstanding client relationship with account consultation and expansion as an opportunity
Assist and support staff members in their client relationships and client consultations.
Maintain ongoing client feedback to ensure continuous review and improvement of Account performance to the expectations of the client.
QUALIFICATIONS

Minimum 5 years previous experience managing client relationships in a contact centre environment;
Undergraduate degree in Business Administration or a related field, or an equivalent combination of education and experience;
Excellent organizational skills as well as exceptional communication skills, both written and verbal;
Good understanding of Customer Contact Centre technology,
Previous experience in scheduling multiple programs, staffing & forecasting, tracking, etc.;
Demonstrated ability to proactively build teams and enhance team cohesiveness towards goal achievement;
Proven ability to proactively pursue innovative approaches to improve customer service and client relationships;
Demonstrated flexibility and effectiveness with changing environments, tasks, responsibilities and people;
Previous experience incorporating financial principles into operational decision-making and budget preparation.
Skybridge Americas is committed to diversity and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.



For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://www.applicantpro.com/j/870817-176680

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