Company Overview

Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations.

Job Summary

The Account Manager is responsible for delivering high-quality and efficient customer service through the daily management of a team of employees. This includes motivating, recognizing, rewarding, coaching, counseling, training, and problem-solving. In addition, the Account Manager role will be focused on driving overall staff performance.

Key Responsibilities

Operational Excellence

• Clearly understand and communicate business requirements for assigned campaigns.
• Provide daily direction and support to ensure customer inquiries are handled efficiently, accurately, and professionally.
• Coordinate with Workforce Management (WFM) on staff scheduling, shift adherence, and attendance reporting.
• Ensure CSEs (Customer Service Executives) meet Key Performance Indicators (KPIs) and comply with quality standards.
• Continuously evaluate processes and recommend improvements to enhance efficiency and customer satisfaction.
• Structure and guide effective escalations to ensure timely resolution.
• Conduct pre-shift and post-shift team briefings, recognizing achievements and addressing challenges appropriately.

People Management

• Monitor individual and team performance, providing regular feedback, coaching, and corrective action where necessary.
• Motivate and engage team members to maintain high morale and productivity.
• Ensure CSEs have the necessary training, resources, and support to succeed.
• Draft, communicate, and implement team KPIs in alignment with organizational goals.
• Administer performance reviews and develop staff for career growth.
• Maintain a positive, collaborative, and high-quality work environment.

Reporting & Collaboration

• Provide accurate statistical reports and performance updates to management.
• Support the Operations Manager in staffing, training, recognition programs, and other contact centre initiatives.
• Always uphold Workplace Health & Safety (WH&S) standards and company policies.

Recruitment Criteria

Education

Bachelor’s degree in information systems, Business Administration, or a related field.

Experience

Minimum of 2 years in a supervisory or managerial role within a contact centre environment.

Skills & Competencies

• Excellent written and verbal communication skills.
• Strong interpersonal, leadership, and motivational abilities.
• Proficiency in computer applications and reporting tools.
• Strong analytical, organizational, and problem-solving skills.
• Attention to detail with the ability to prioritize and multitask effectively.
• Hands-on management style with proven ability to drive performance.
• Up-to-date knowledge of contact centre best practices.

• Clearly understand and communicate business requirements for assigned campaigns.
• Provide daily direction and support to ensure customer inquiries are handled efficiently, accurately, and professionally.
• Coordinate with Workforce Management (WFM) on staff scheduling, shift adherence, and attendance reporting.
• Ensure CSEs (Customer Service Executives) meet Key Performance Indicators (KPIs) and comply with quality standards.
• Continuously evaluate processes and recommend improvements to enhance efficiency and customer satisfaction.
• Structure and guide effective escalations to ensure timely resolution.
• Conduct pre-shift and post-shift team briefings, recognizing achievements and addressing challenges appropriately.
• Monitor individual and team performance, providing regular feedback, coaching, and corrective action where necessary.
• Motivate and engage team members to maintain high morale and productivity.
• Ensure CSEs have the necessary training, resources, and support to succeed.
• Draft, communicate, and implement team KPIs in alignment with organizational goals.
• Administer performance reviews and develop staff for career growth.
• Maintain a positive, collaborative, and high-quality work environment.
• Provide accurate statistical reports and performance updates to management.
• Support the Operations Manager in staffing, training, recognition programs, and other contact centre initiatives.
• Always uphold Workplace Health & Safety (WH&S) standards and company policies.

• Excellent written and verbal communication skills.
• Strong interpersonal, leadership, and motivational abilities.
• Proficiency in computer applications and reporting tools.
• Strong analytical, organizational, and problem-solving skills.
• Attention to detail with the ability to prioritize and multitask effectively.
• Hands-on management style with proven ability to drive performance.
• Up-to-date knowledge of contact centre best practices.

• Bachelor’s degree in information systems, Business Administration, or a related field.
• Minimum of 2 years in a supervisory or managerial role within a contact centre environment.