Account Manager at Calltronix Contact & Training Centre

Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations.

 

Account Manager

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience2 years
  • LocationNairobi
  • Job FieldCustomer Care 

Job Summary:

  • The Account Manager is responsible for delivering high-quality and efficient customer service through the daily management of a team of employees. This includes motivating, recognizing, rewarding, coaching, counseling, training, and problem-solving. In addition, the Account Manager role will be focused on driving overall staff performance.

Key Responsibilities:

Operational Excellence

  • Clearly understand and communicate business requirements for assigned campaigns.
  • Provide daily direction and support to ensure customer inquiries are handled efficiently, accurately, and professionally.
  • Coordinate with Workforce Management (WFM) on staff scheduling, shift adherence, and attendance reporting.
  • Ensure CSEs (Customer Service Executives) meet Key Performance Indicators (KPIs) and comply with quality standards.
  • Continuously evaluate processes and recommend improvements to enhance efficiency and customer satisfaction.
  • Structure and guide effective escalations, ensuring timely resolution.
  • Conduct pre-shift and post-shift team briefings, recognizing achievements and addressing challenges appropriately.

People Management

  • Monitor individual and team performance, providing regular feedback, coaching, and corrective action where necessary.
  • Motivate and engage team members to maintain high morale and productivity.
  • Ensure CSEs have the necessary training, resources, and support to succeed.
  • Draft, communicate, and implement team KPIs in alignment with organizational goals.
  • Administer performance reviews and develop staff for career growth.
  • Maintain a positive, collaborative, and high-quality work environment.

Reporting & Collaboration

  • Provide accurate statistical reports and performance updates to management.
  • Support the Operations Manager in staffing, training, recognition programs, and other contact centre initiatives.
  • Always Uphold Workplace Health & Safety (WH&S) standards and company policies.

Recruitment Criteria

  • Education: Bachelor’s degree in information systems, Business Administration, or a related field.
  • Experience: Minimum of 2 years in a supervisory or managerial role within a contact centre environment.

Skills & Competencies:

  • Excellent written and verbal communication skills.
  • Strong interpersonal, leadership, and motivational abilities.
  • Proficiency in computer applications and reporting tools.
  • Strong analytical, organizational, and problem-solving skills.
  • Attention to detail with the ability to prioritize and multitask effectively.
  • Hands-on management style with proven ability to drive performance.
  • Up-to-date knowledge of contact centre best practices.

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to Calltronix Contact & Training Centre on calltronix.com to apply

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