Account Manager

Job Description

Job Title: Account Manager – BPO

Location: Jharkhand
Experience Required: Minimum 4 Years
Employment Type: Full-Time
Reporting To: Operations Manager / Client Services Head

Job Summary

The Account Manager – BPO is responsible for managing client accounts, ensuring service delivery as per SLAs, driving operational performance, and maintaining strong client relationships. The role acts as a bridge between clients and internal operations teams to ensure customer satisfaction and business growth.

Key Responsibilities
1. Client Account Management

Serve as the primary point of contact for assigned BPO client accounts.

Build and maintain strong, long-term relationships with clients.

Understand client requirements, KPIs, and expectations.

2. Service Delivery & SLA Management

Ensure delivery of services as per agreed SLAs and contractual terms.

Monitor performance metrics such as AHT, CSAT, FCR, productivity, and quality.

Address service issues, escalations, and implement corrective actions.

3. Operations & Team Coordination

Work closely with Team Leads and Operations Managers to ensure smooth execution.

Support manpower planning, scheduling, and resource optimization.

Coordinate training, quality, and process improvement initiatives.

4. Reporting & Performance Review

Prepare and present daily, weekly, and monthly MIS reports to clients and management.

Conduct regular performance reviews and business review meetings with clients.

Analyze trends and recommend improvements to enhance efficiency and quality.

5. Growth & Continuous Improvement

Identify opportunities for account growth, upselling, or process expansion.

Support transition of new processes or ramp-up of existing accounts.

Drive continuous improvement initiatives to optimize costs and performance.

6. Compliance & Governance

Ensure adherence to company policies, data security, and compliance standards.

Support audits, client visits, and compliance checks.

Ensure confidentiality and data protection as per client agreements.

Required Skills & Qualifications

✅ Graduate in any discipline (MBA preferred)
✅ Minimum 4 years of experience in BPO operations or account management
✅ Strong understanding of BPO processes, SLAs, and KPIs
✅ Excellent client management, communication, and presentation skills
✅ Proficiency in MS Excel, MIS reporting, and CRM tools
✅ Strong analytical and problem-solving abilities

Preferred Skills

Experience in domestic or international BPO accounts

Exposure to voice, non-voice, or blended processes

Experience handling multiple clients or accounts

Knowledge of transition management and process improvement

Personal Attributes

Client-focused and relationship-driven

Result-oriented with strong ownership mindset

Ability to work under pressure and manage escalations

Strong coordination and leadership skills