Account Manager - Outbound Sales
Position Summary:
The Account Manager serves as the primary business contact for the client and is responsible for driving performance and ensuring client satisfaction.
The incumbent is expected to consistently provide excellent leadership to the team on the Outbound Voice services being offered, as well as represent client needs and goals within the organization to ensure the highest level of sales performance and agent behavior is in line with set targets and KPIs.
In addition, the account manager should build relationships with clients to
encourage new and repeat business opportunities on the projects assigned. Position Summary:
The Account Manager serves as the primary business contact for the client and is responsible for driving performance and ensuring client satisfaction.
The incumbent is expected to consistently provide excellent leadership to the team on the Outbound Voice services being offered, as well as represent client needs and goals within the organization to ensure the highest level of sales performance and agent behavior is in line with set targets and KPIs.
Duties and Responsibilities:
- Responsible
for all client communications, conflict resolution and compliance on
client deliverables and revenue.
- Reviews
all major deliverables (i.e. strategic brief, function spec, tech spec,
etc.) to ensure performance targets, quality standards and client
expectations are met.
- Ensures
that client issues are dealt with in an efficient manner, informing the
Business Leader – Transitions, Operations, Training, IT and Quality
Assurance or Chief Executive Officer of any problems that may arise.
- Works
closely with the project team in order to maintain a continuous knowledge
of project in order to identify potential issues and/or opportunities
within or related to the project.
- Ensures
that all processes and procedures are completed, quality standards are
met, and that projects are profitable.
- Aware
and in pursuit of opportunities for account growth and new business,
involving the Account Senior Management team
- Communicates
the client's goals and represent the client's interests to the team.
- Provides
regular two-way communication between the client and team, to provide
strong team representation and set proper client expectations.
- Reports
to the senior management, providing regular input on all account activity,
including status and reports on a daily and weekly basis.
- Have
hands on approach on engaging agents as a primary objective.
- Work
with HR to ensure that the correct incentives are put in place
- Ensure
that all pre and post shifts are executed with your presence there
- Ensure
that real time reporting is established and adhered to
- Ensure
that client work ethic is instilled into all concerned flawlessly
- Ensure
zero tolerance to non adherence to schedule by the team.
Education and
experience:
- A
Bachelor’s degree
- Good
command of the English language with above neutral, crisp accent
- Proficient
in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and
Internet Explorer.
- Experience
in Outbound Sales at supervisory / Management level to the UK is an added
advantage.
- Minimum
4 years of outbound sales experience in a Call Center environment working
in a supervisory or management role
- Good
understanding of Performance Management Programmes
- Previous
experience in leading sales teams – A MUST
- Good
listening skills and Outstanding Interpersonal Skills
- International
exposure/ experience will be an added advantage.
Key competencies and attributes:
- Strong
personality and selling skills
- Proven
account management skills required in order to create, maintain and
enhance customer relationships
- Must
be able to work evenings and grave yard shifts.
- Extremely
detail oriented
- Motivated,
goal oriented, persistent and a skilled negotiator
- High
level of initiative and work well in a team environment
- Excellent
written and oral communication skills
- Handles
stressful situations and deadline pressures well
- Ability
to resolve complaints on an escalated level.
- Plans
and carries out responsibilities with minimal direction
- Excellent
management, organizational and time management skills required.
- People
management skills
- Ability
to interact at all levels within the company ( agent, supervisor and
senior management)
- Have
an open minded and flexible approach
You can now click on this link www.kenyanvacancies.com to visit our sister website for more vacancies.