BPO Client Account Manager (EST Hours) - Remote

The role is for an experienced Client Account Manager at a fast-growing BPO company, responsible for managing client relationships, overseeing operations, and ensuring service quality for US-based clients.

Location: Remote (South Africa)

Responsibilities

• Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective
• Oversee scheduling to meet client needs and service level agreements (SLAs)
• Build strong, long-term client relationships
• Understand campaign objectives, KPIs, and operational needs
• Work closely with agents, team leaders, and internal stakeholders
• Monitor account performance and address risks proactively
• Prepare and present detailed weekly reports on agents performance, including metrics and areas for improvement
• Handle client queries, concerns, and escalations
• Identify opportunities to improve service delivery and client satisfaction
• Maintain clear, professional communication with overseas clients

Requirements

• Experience in a BPO, Call Centre, or similar operational environment
• Prior experience managing agents, teams, or operational workflows
• Exposure to USA campaigns or other international / overseas campaigns
• Strong client communication and relationship management skills
• Ability to manage multiple priorities in a fast-paced environment
• Professional, solutions-driven, and highly organised
• Excellent verbal and written English skills
• A dynamic and engaging personality, with a positive and proactive attitude, and strong problem-solving skills