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Account Manager
Contact Centre / BPO
up to $60K +
​Mississauga, Ontario
Full Time

Our client is a leading outsourced contact centre offering both inbound and outbound omni-channel communications as well as supporting back office processes. They serve FP500 clients across regulated markets from three state of the art facilities. 
This is a great opportunity to make an impact with a fast-growing company ensuring 100% client retention through the delivery of exceptional customer experience and over-achievement of client expectations and program objectives.

This  role develops and manages the direction of client relationships in a designated group of accounts throughout the account lifecycle, including providing effective tactical and strategic client support and addressing key issues to positively impact client satisfaction and retention. This position will also provide leadership and direction to all aspects of the customer relationship.
  • Builds and maintains relationships with decision makers in client companies to develop a deep understanding of client business objectives, challenges, opportunities and needs. 
  • Assesses clients’ ongoing needs by conducting periodic strategic reviews, uncovers areas for additional revenue growth, and helps them to make informed decisions.
  • End-to-end project management of the transition and implementation of new programs including identification of business requirements, project plan creation, project management and full accountability for implementation on time and on budget.
  • Manages evolving client expectations, needs and priorities, and collaborates with all stakeholders internally and on the client side including but not limited to; service delivery, sales, HR, Project Management and information technology teams to ensure effective workflow integrations.
  • Maintains current knowledge and understanding of Company products, services and other aspects on which this position provides service to the client.
  • Reviews and analyzes reports of activity, customer surveys and business to evaluate performance of the assigned group of accounts and team. 
  • Designs and implements cost reductions and program improvements where appropriate.  Modifies strategies, the organization of resources and business plans where necessary. 
  • Assists client and internal leadership in establishing goals and objectives and for defining strategic/tactical plans that ensure client satisfaction, retention and achievement of revenue targets and program metrics.
  • Manages and oversees the activities of the assigned to other functional teams, which includes but is not limited to hiring and assigning employees; coaching, training and evaluating employees; coaching, counseling, managing performance making recommendations and implementing change.
  • Ensures staff receives proper training on products, systems and services. 
  • Make recommendations and/or take corrective action to manage performance as appropriate.
Please attach your resume in Word format. 
Thank you.
  • At least 2-3 years of account management experience performing consulting, client service, account management, within a contact centre (Business Process Outsourcer) is required.
  • Project management experience with full accountability for identifying business requirements, leading and managing complex, multi-disciplinary projects through to successful completion
  • The ability to foster strong relationships with Clients and internal departments is required.
  • Excellent organizational, leadership, communication, presentation, listening and interpersonal skills
  • Ability to navigate political arenas with ease as well as persuade, influence and sell change effectively while projecting a professional image. 
  • Requires self-confidence and the ability to work independently. 
  • Ability to interact effectively with clients, sales team members, operations, customer service and other internal departments as described is required. 
  • Excellent data gathering and analysis skills, utilizing reports, spreadsheets, web-based applications, and other software tools.  The ability to assess and resolve simple to complex issues related to products, service delivery or payroll issues is essential.
  • Exceptional organizational and time management skills, orientation to detail as well as a high commitment to client satisfaction are required. 
  • Ability to handle multiple tasks/priorities under time constraints is required. 
  • Ability to proactively identify client needs and offer solutions as well as build rapport and effectively communicate at multiple levels in the client organization are essential.
  • Knowledge and expertise in or the ability to rapidly learn the client company’s products and services is required.
  • Bachelor’s Degree in business or a related field. 
  • PMP would be an asset
  • Lean Six Sigma would be an asset