Latest Recruitment at Calltronix Contact & Training Centre

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.

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Position Objective:

• To uphold and monitor adherence to quality standards within the contact center by conducting performance audits, analyzing customer interactions, and supporting the continuous improvement of service delivery through actionable insights and collaboration with key stakeholders.

Specialized Duties:

• Understand, document, and monitor compliance with quality standards across all relevant campaigns.
• Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.
• Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.
• Assess call strengths and weaknesses and provide structured feedback to Account Managers and the L&D team.
• Set and communicate clear quality benchmarks, performance thresholds, and QA evaluation methodologies.
• Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.
• Conduct mystery shopping calls to evaluate front-line service consistency.
• Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting.
• Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.
• Organize and facilitate QA calibration sessions with CSEs and AMs to ensure consistent standards and interpretations.
• Participate in client-side QA calibration reviews, ensuring internal and external quality expectations are aligned.
• Identify common knowledge or policy gaps and support the L&D Manager in the design and delivery of targeted training content.
• Contribute to knowledge base development by flagging frequently misunderstood procedures, customer objections, or compliance errors.
• Collaborate with HR, L&D, and Service Delivery on creating personalized growth and coaching plans for underperforming CSEs.
• Recommend refresher trainings for agents who consistently fail to meet QA standards.

Administrative Duties

• Draft and propose monthly, quarterly, and annual QA KPIs for review by the Service Delivery Manager.
• Develop and implement quality improvement plans based on KPI outcomes, audit findings, and campaign feedback.
• Prepare reports summarizing QA trends, root causes, and recommendations, and present them during internal reviews or client engagements.
• Maintain high standards of communication, collaboration, and trust across all levels of the operational team—particularly with CSEs, AMs, and Trainers.

Required Experience:

• Minimum of 2 years of experience in quality assurance, customer service, or a related operational role within a contact center environment.

Required Education:

•  Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.

 Required Skills:

• Excellent verbal and written communication skills
• Proficiency in QA systems, CRM platforms, and audit tools
• Strong analytical and problem-solving abilities
• Exceptional attention to detail and organizational skills
• Ability to work independently and manage time effectively
• High degree of professionalism, discretion, and integrity.