Job Detail

Job Description

Job Description:

The Account Supervisor assists the Account Manager in managing the day-to-day operations and activities of the account.

Job Specifications:

• Responsible for the performance of assigned accounts. This includes meeting/exceeding client-defined KPIs and staffing targets
• Develops strong relationships with their assigned clients. Proactively communicates with clients via phone, email, and instant messaging with the goal of driving client satisfaction and retention
• Partners with the Quality Assurance Team to drive great customer service, maximize efficiency, and ensure adherence to client policies and procedures.
• Regularly listens to calls, reviews reporting, and observes agent activity to proactively recognize any threats to client satisfaction and immediately develops/implements initiatives to mitigate risk. Receives escalations and complaints from clients and develops performance improvement plans to prevent future service failures
• Partners with the Workforce Team to ensure client staffing goals are consistently met. Regularly communicates with the Workforce Team on changes to schedules additional/reduced staffing needs, etc.
• Partners with the Training Team to make sure client training needs are met. Works with the Training Manager in an effort to reduce the learning curve for new agents and to ensure training is always accurate and up to date based on the latest information from clients.
• Ultimately responsible for the performance of all agents servicing assigned clients. This includes providing corrective action and performance reviews as necessary.
• Own each client relationship and manage each as if it were his/her own business with the goal of maximizing revenue by driving client satisfaction.
• And all other duties assigned by the manager.

Job Qualifications:

• Strong verbal and written communication skills, with the ability to clearly articulate thoughts and ideas. Must be able to effectively communicate across all levels of the organization
• Enthusiastic Leader who can motivate those around them and drive change/process improvement
• An outstanding problem solver, who has the ability to quickly analyze a situation, discover the root cause, evaluate alternatives, and select the course of action that provides the greatest benefit to the organization
• Organizational skills with the ability to handle multiple tasks and/or projects at one time
• Analytical and interpretation skills including departmental, utilization, financial, and operations data
• A minimum of 1 year of leadership experience with a track record of driving results
• Proficient with MS Office Suite

Skills Required

• COMMUNICATION
• English Fluency
• MS Excel
• MS Office
• Strong Communication skills