ISTA Personnel Solutions is looking for a BPO Client Account Manager to act as the key link between U.S.-based clients and our internal operational teams. You will be responsible for managing daily client relationships and ensuring service level agreements are met in a fully remote capacity on EST hours.
What You'll Do
- Manage daily operations across multiple client accounts, ensuring all processes and workflows are efficient and effective
- Oversee scheduling to meet client needs and service level agreements (SLAs)
- Build strong, long-term client relationships
- Understand campaign objectives, KPIs, and operational needs
- Work closely with agents, team leaders, and internal stakeholders
- Monitor account performance and address risks proactively
- Prepare and present detailed weekly reports on agent performance, including metrics and areas for improvement
- Handle client queries, concerns, and escalations
- Identify opportunities to improve service delivery and client satisfaction
- Maintain clear, professional communication with overseas clients
What We're Looking For
- Experience in a BPO, Call Centre, or similar operational environment
- Prior experience managing agents, teams, or operational workflows
- Exposure to USA campaigns or other international / overseas campaigns
- Strong client communication and relationship management skills
- Ability to manage multiple priorities in a fast-paced environment
- Professional, solutions-driven, and highly organized approach
- Excellent verbal and written English skills
- A dynamic and engaging personality, with a positive, proactive attitude and strong problem-solving skills
Work Mode
This is a fully remote position that requires you to work EST hours.
