We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Position Summary:
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Responsible for managing assigned account in support of business objectives to ensure account’s satisfaction with products and services. This responsibility encompasses a variety of activities that require consistent directing, planning, scheduling, and tracking of tasks. Account Manager will act as a single point of contact for the account (“account” and “program” are used similarly).
Overall Responsibilities:
- Regular collaboration, engagement and decision-making (management steering team)
- Lead, manage and develop assigned managers through interactions and motivation against performance goals; provide feedback, counseling or coaching as appropriate.
- Translate Majorel and client strategy into deliverables
- Foster a culture of team spirit and hospitality
- Approachable and accessible to team
- Take care of administrative direct report related functions
- Attrition risk management (alert, communicate to client management & mitigate)
- Cultural awareness (understand how people think, lead and get things done across cultures)
- Maintain a good and professional relationship with the internal account management and client’s team; align with internal departments in a decentralized setup.
- Manage service delivery results in accordance with service delivery scorecard and based on pre-defined governance structure
- Be accountable for program level quality of service (CSAT, transaction monitoring, quality auditing), operational performance and likewise contractual obligations.
- Balance client and internal metrics and maintain performance on target level; provide and implement action plans when goals are not attained
- Ensure continuous improvement by identifying areas of improvement and addressing them internally as well as with the client based on solid evaluation.
- Actively participate in best practice sharing with fellow sites.
- Be accountable for business related implementation of agreements between Global Account Management and client.
- Provide accurate information to Global Account Management and act transparently.
- Ensure a proper and organized flow of information and feedback to and from the team.
- Provide short and long term financial projections and maximize internal revenue generated efficiency.
- Understand and adhere to all company and departmental-related policies and procedures.
- Profit and Loss Management and Budgeting / Forecasting
- Recognize and advance Talent
- Drive the selection process for any team members
- Understand and influence the end-to-end employee lifecycle
- Embody and reinforce an Majorel-values-based culture
- Steer stakeholder communication and decision making in alignment with Majorel and client expectations
- SPOC for service delivery to the client and the client management team
- Make decisions based on thorough strategic understanding of drivers and variables affecting LOB
- Labor, legal and economic implications
- Financial and contractual implication
- Service delivery metrics
- Technology advancements
- Client strategy
- High level of knowledge about the account, including the technical environment, Related Program knowledge and rules, and other requirements related directly and indirectly to our business
- Excellent organizational skills and exceptional follow through discipline
- Excellent written and oral communication skills
- Strong leadership skills
- Strong analytical skills, strategic thinking
- Capable of realizing, interpreting and developing the account through partnership with Microsoft
- Read, create, analyze and interpret financial reports, legal documents, pricing agreements and other relevant documentation
- Give effective and persuasive presentations on complex topics to general management and program staff
- Analyze problems, detect root causes and resolve all issues
- Analytical skills for planning, job costing and financial calculation
- Willingness to travel as required
- Bachelor’s / College Degree or above in any field; business/commerce/economics is considered advantageous.
- At least 4-5 years Customer Service Experience, preferably from the BPO Industry in a non-tradition call center business (e.g. Managed Services); experience as an Operations Manager / Sr. Manager of at least 2-3 years in a call center setting. Project Management experience is advantageous.
- Exceptional English oral, written and comprehension (reading and auditory) skills.
- Excellent prioritization skills in a dynamic and decentralized environment even under pressure and the ability to coordinate and delegate as appropriate.
- Excellent interpersonal, people management, leadership, mentoring and coaching skills.
- Self-motivated, hands-on and independently working individual who is seeking guidance from internal partners and the client if and as appropriate.
- Above average communication skills and cultural sensitivity.
- Strong understanding of customer service metrics, processes etc.
- Good analytical and conceptual skills
- Presentation skills
- Interest in Advertising and / or Marketing.
- Economic sensitivity (P&L)
- Proficiency on the use of Microsoft Applications such as MS Outlook, Word, MS Excel, Power Point, etc.
- Innovative in creating alternative solutions that will drive performance improvement.
- No attendance issues or active written warnings of any nature issued by the current employer.
- Willing to work on shifting schedules as required by the business / organization
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