Job Description

Key Responsibilities:

Leading, training and managing team leaders of the account and handling any issues that may arise.
Achieving account objectives and goals while motivating account staff.
Communicates client needs and demands to team leaders
Forecasts and tracks account performance metrics
Ensure the timely and successful delivery of service according to client needs and objectives
Set team leaders and account advisors monthly objectives
Applies operational, qualitative and business analysis of account performance
Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance
Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives
Acts on negative feedback received from the QA department on the monthly end user satisfaction survey