Skip to main content

This job has expired

BPO Account Director

Employer
OUTSOURCE CONSULTANTS, LLC
Location
Minneapolis
Salary
Competitive

View more

Industry
Skilled and Trades
Role
Other
Job Type
Long-Term
Hours
Full Time

Position Title: BPO Account Manager

Department: Call Center Partners

Reports to: Director of Partner Relations

Status: Exempt


Position Overview: The BPO Account Manager is responsible for overseeing and managing call center partner relationships. Role involvement will be on related projects, process improvements, and CRM record updates. This individual will analyze call center partners experience and qualifications to work with Outsource Consultants and our clients. Providing relationship building customer service, completing quality work, and having a high regard for attention to detail are the most important aspects to be demonstrated in this role.


BPO ACCOUNT MANAGER RESPONSIBILITIES

85% BPO Account Management:

??? Improve and implement the Partner Satisfaction process.

??? Enter, update, track and report to sales on Partner Scoring and Customer Satisfaction projects.

??? Monitor and report to sales monthly on the Top 25 Call Center Partners (based on revenue) and oversee data on the Top Client: KPI Reporting from BPO's projects.

??? Monitor and track BPO's call center partner KPI performance to ensure quality in their set client deliverables.

??? Related to KPI performance, perform an analysis of the received client reporting and work with the sales owner on any needed follow up action.

??? Develop strong relationships with key BPO partners and proactively schedule calls with BPO's to discuss KPI's, areas of performance improvement, and overall items related to client retention and the partnership with Outsource Consultants.

??? Maintain updated reporting, scoring, and records in the CRM that come from team members internally and call center partners directly.

??? Vet and qualify call center partner applicants including onboarding and requesting information from the centers that meet Outsource Consultants criteria.

??? Run monthly call center partner meetings, present new information to the sales team and participate in BPO Call Center planning meetings.

??? Gain a deep understanding of our call center partners experience to generate new ideas for the department and continuously seek to improve the call center partner experience.

??? Maintain strong department and accounts knowledge to successfully assist with program, project, and process strategies.

??? Travel to BPO partners (up to 25% of the time).


10% Support:

??? Monitor, evaluate, and audit received materials from call center partners and update internal records.

??? Reach out to request updated information and clarity on information from call center partners via phone, email, and LinkedIn.

??? Assist the sales team in providing opportunity updates to the call center partners.

??? Provide support to the Sales team and Director of Partner Relations as needed on miscellaneous call center partner related tasks that arise.

??? Test new enhancements in CRM to ensure they meet department requirements.

??? Work with coordinating departments to update documents, follow up with questions, and maintain thorough communication between departments.

??? Communicate department growth needs and proactively set up next steps with the Director of Partner Relations.


5% Miscellaneous:

??? Contribute to department job documentation.

??? Learn, follow, and monitor current processes to carry out responsibilities and also provide recommendations for improvements based on industry experience and partner feedback.

??? Scan, send, and file documents as required.

??? Answer/transfer phone calls.

??? Maintain a clean and organized office and working space.


EXPERIENCE & COMPETENCIES

Administrative Experience:

??? 10+ years of account management experience in the BPO industry.

??? Experience working with clients providing inbound, outbound and omni-channel.

??? 5+ years of client relationship management experience.

??? Experience in reviewing and requesting data reports.

??? Experience with calendar and task management.

??? Strong listening, written, and verbal communication skills.

??? Ability to multitask, prioritize, be independent, manage time effectively, and be a self-starter.


Technical Experience:

??? Familiarity using Mac OS platforms and Internet/PC proficient.

??? Proficiency with CRM systems such as Zoho or Salesforce.

??? Demonstrated experience with high efficiency and accuracy of typing and word processing.

??? Advanced MS Word, Excel, PowerPoint, Google Mail, and Calendar experience.

??? Experience with telephone systems and conference calling.


Competencies (knowledge, skills, and behaviors):

??? Receives a low level of guidance and direction in role.

??? Must be an energetic, dependable, team player with a positive attitude.

??? Strong problem-solving skills and willingness to take on any role to get the job done.

??? Contributes to best practice development and build knowledge of the organization processes.

??? Committed work ethic, punctual, dependable, competitive, and sales oriented.

??? Excellent professional judgment and ability to maintain confidentiality.

??? Effective communication skills, including the ability to effectively communicate requests and instructions to individuals and groups both in-person and electronically (email/instant messaging).

??? Ability to use technology to improve daily business and processes.

??? Ability to be focused in a high-paced, deadline driven environment.

??? Possess flexibility and adaptability to manage changing work requirements and varying volumes of work.

??? Ability to collaborate and work cooperatively and effectively within the team.

??? Proven independent thinking skills.

??? Ability to manage multiple tasks simultaneously, solve problems, manage and meet deadlines as well as maintaining a high quality of work.

??? Possess a personal presentation that reflects a professional image and the values of the organization which are; Integrity, Teamwork & Partnership, Customer Satisfaction.


Benefits: Outsource Consultants offers competitive compensation based on qualifications, a comprehensive benefits package including medical, dental and 401k benefits. Paid holidays and Paid Time Off (PTO) is also offered.


This is an expanding role and subject to change at any time. The items listed above are not the full extent of this position and additional duties may be assigned as the position adapts.

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert