Vacancy details

Requirements:

• Three years experience in a similar industry with a minimum of one year management experience.
• Excellent communication skills both written and verbal
• Knowledge of managing a budget and the abilty to analyze statistical information
• People management and interpersonal skills
• Report writing and analytical skills
• Ability to identify problems, collect date, establish facts and draw conclusions.
• Proficient with spreadsheets and word processing software
• Ability to remain focused on solutions in challenging situations

Job description:

• Plans, coordinates and directs the service delivery for one or more client accounts
• Ensures client and customer satisfaction levels and profitability goals are achieved and maintained.
• Develops and maintains partnerships with clients to increase business and client satisfaction.
• Communication of performance goals and measures to staff and provision of regular and constructive feedback.
• Ensure that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently.
• Manages new account implementation, including controlling all internal and external resources.
• Sustains and grows business partnerships with clients by offering proactive solutions.
• Identifies problems, analyzes trends and implements corrective and preventive actions.
• Liaise with Business Development to ensure the effective introduction of new operational services
• Maintains updated client contracts by documenting changes in scope and conduction period reviews.
• Measures and tracks financial performance against forecast and budget.
• Ensures client satisfaction on quality and service levels
• Prepares for client meetings and QBR’s
• Makes various decisions relating to new and existing business within their client group
• Resolves staffing issues to ensure that service levels are met or exceeded
• Makes decisions relating to customer service and/or technical support issues.
• Makes budgetary decisions.