Senior Account Manager
iFive Global
- Quezon City, Philippines8th Floor, Quezon City, Metro Manila, PhilippinesQuezon CityMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
Performance management
· Ensure that staff meets client standards, KPIs, metrics, etc.
· Monitor and track daily attendance.
· Meet coaching session quotas per month.
· Guide employees to correct or meet performance standards and/or behaviour by identifying the root cause of the problem. Identify causes and find solutions, not to punish the employee.
Employee Satisfaction and management
· First line of support for the staff
· Assist the staff in coordinating with the other departments
· Roll out company updates to clients and staff
· Create requests to issue bonus, incentives, and commissions as approved by the client
· Regularly coordinate with the client regarding the status of the offshore team
· Implement policies, deadlines and standards set by the client and the company
· Create, maintain and administer schedules for outsourced staff, in coordination with the client.
· Help ensure that employees receive information on updates, policies, and company events.
Client Satisfaction and Engagement
· Spearhead meetings with clients to determine their plans for their offshore staff.
· Coordinate with the client for team expansion and sourcing needs
Other tasks:
· Prepare and maintain statistical reports used in management decision-making –
· Create requests in changing or updating employment terms of staff.
· Draft training agreements for project/team indicating the performance metrics, evaluation and escalation of infractions, and coordinate with HR for the approval of the document
· Coordinate with the Recruitment team for team expansion/replacement of project employee, IT to meet service level agreements, HR for government-related requirements and concerns, etc.
Minimum Qualifications
Requirements
- At least 3 years of experience as account manager or similar work
- Team management
- Client engagement and management
- Willing to work nighshift
- Well versed in MS excel and powerpoint
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- 8th Floor, Robinsons Zeta Tower, C5 Road, Quezon City, 1800 Metro Manila, Philippines
- Industry
- Business Process Outsourcing
- Vacancy
- 1 opening