Account Lead  

As the Account Lead, you are responsible for improving performance, productivity, efficiency, and profitability through the implementation of effective methods and strategies. You will be responsible for ensuring that the team’s progress is aligned with the long-term vision of the account. You will also be responsible for ensuring that the teams deliver high-quality services by taking point in collaborating with all relevant stakeholders.

WHAT YOU’LL DO

Account Management

• Ensure that team’s performance are aligned with long-term success of the team, the company, and the customers
• Identify, sponsor, and drive continuous improvement of technology and process enhancements that improve Client service, drive efficiency, and mitigate risk
• Establish Self as a trusted advisor and senior point of contact and escalation for internal and external clients and key stakeholders

People Management

• Promote and foster a culture of continuous improvement by providing regular and constructive feedback to team members
• Conduct regular one-on-ones and coaching sessions with agents to address any performance-related concerns and properly set expectations
• Ensure team members have opportunities to seek training and development for specific work requirements or for overall personal and professional development
• Ensure people development initiatives are properly executed in coordination with the People Manager

Client Management

• Work closely with Manager to understand each product and the layered reasons behind what issues exist and why
• Present a consultative approach with Client to create customized product and service solutions based on customer sentiment and trends around new and common issues
• Provide a seamless communication channel to develop and maintain authentic relationships with the Client
• Work to maintain an open dialogue with Clients in both positive and negative situations
• Constantly assess client feedback and make necessary improvements

What we'll like about you

You are…

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Able to multitask and prioritize with minimal supervision
• Proactive and self-motivated
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
• Amenable to work on rotating shifts and render overtime work as required

You have…

• Bachelor's/College Degree in any related field you’re passionate about!
• At least 3 years of experience in team management
• Excellent understanding of CX best practices and theories
• Advanced proficiency in English communication in both written and verbal mediums
• High proficiency in using cloud-based applications such as Google Drive, Google Sheets, Google Docs, Google Analytics
• Strong supervisory, coaching, and project management skills
• Demonstrated ability to coordinate people and teams cross-functionally to resolve complex issues with designated time frames
• Excellent interpersonal skills with the ability to easily relate to people in various levels of the organization
• Strong leadership skills and the ability to effectively influence key decision-makers