The AM will develop and manage relationships with a portfolio of clients taking
responsibility for ensuring the services provided are profitable and meet/or and
exceed the clients’ expectations.
The AM will work with all Key stake holders (internal/external) to co-ordinate the
activities of all departments associated with the delivery of the services.
Key Responsibilities:
Responsible for the delivery of the agreed services in accordance with the defined
service levels.
Take responsibility for elements of the implementation of new programs and projects.
Forecasting client activity through proactive communication.
Manage the compilation of statistics for accounting and invoicing purposes and client
reporting, providing narrative and verbal explanation of performance.
Generate accurate forecasts/ budgets to internal timescales ensuring the budget
is maintained and outlined for all existing/ new clients
Coordinate written and verbal communication between the client and Respondez, including
requests for services, operational and service level reports, proposals and responses
to queries
Initiate and manage regular client meetings to review key performance issues and
service levels.
Identify opportunities for the provision of additional services and account development
and in conjunction with the Account Director outline appropriate proposals incorporating
feedback and input from relevant operational managers
Investigate customer complaints, identify cause of complaints, provide feedback
to client and in conjunction with operational management team recommend and implement
corrective action to resolve complaint and prevent re-occurrence.
Monitor commercial viability of client relationship and, in conjunction with Account
Director, ensure all costs incurred are appropriately charged to the client
Developing or revising standard operational and working practises and update process
and procedure documentation as and when required. Participate in the preparation
of operational documentation to initiate workflow.
Maintain professional records of all service related communication including but
not limited to minutes, action plans, agreements with client, pricing, agreed processes
and service levels. • Generate and maintain long-term business plans for each client.
Undertake any other duties that may reasonably be required in order to meet the
objectives of the department or the business.
Qualification and Experience:
A minimum of 2 years experience in a call centre and / or outsourcing environment.
Ability to formulate meaningful reporting statistics. • Ability to analyse and feedback
business / commercial trends
Excellent written and verbal communication skills. • Self motivated with the ability
to manage their own workload • Prioritise and take ownership for task fulfilment.
Team Player with persuasive and assertive nature.
Skills and Attributes:
Essential
Desirable
Account Management Experience 2 years or other relevant work experience.
Excellent interpersonal and verbal and written communication skills
Customer relations skills
Demonstrable track record of successful client management or similar client facing
role
Ability to manage multiple projects and tasks and prioritise when required
Experience of working in an outsource service provider in the Contact Centre, Fulfilment
or IT environment or preferably in a combination of these
Well developed written and presentation skills
Proficient in Microsoft Word, Excel and PowerPoint
Good understanding of commercial issues and an ability to negotiate effectively
Time Management
Experience of Access and Visio would be beneficial.
Job Title:
Outbound Sales Advisors
Business Unit:
Respondez Call Centre
Job Description:
Full Time Hours
Good basic + achievable commission
Outbound cold calling from excellent, profiled data. Selling telco products.
Working as part of a team of 60 agents. Must have outbound experience and proven
track record in sales.
Working to individual and team targets.
No Sunday working
