BPO Client Account Manager (EST Hours) - Remote

The BPO Client Account Manager at ISTA Personnel Solutions plays a crucial role in operational management, overseeing daily operations across multiple client accounts. Responsibilities include managing staffing schedules, monitoring key performance indicators, addressing client concerns, and maintaining strong relationships. The role also involves leading a team of call center agents, ensuring service quality, and continuously optimizing performance strategies.

To be considered for the BPO Client Account Manager role at ISTA Personnel Solutions, applicants should have proven experience in the BPO industry, with a minimum of two years in account management. Excellent verbal and written English skills are essential, and experience handling US Healthcare Campaigns can be a valuable bonus. A proactive and engaging personality, along with strong problem-solving abilities, is also crucial.

The BPO Client Account Manager role at ISTA Personnel Solutions requires you to work EST hours from Monday to Friday, specifically from 8:30 AM to 6:00 PM EST. Flexibility for alternating shifts is necessary, as the role may demand adjustments based on client needs.

Yes, the BPO Client Account Manager position is fully remote at ISTA Personnel Solutions. However, applicants must be South African citizens, and a reliable high-speed internet connection, as well as a dependable power backup solution, are mandatory requirements.

A strong BPO Client Account Manager at ISTA Personnel Solutions should possess excellent relationship management skills, a proactive and positive attitude, and the ability to thrive in a fast-paced environment. Strong analytical and problem-solving skills, along with effective team leadership qualities, are key traits that contribute to success in this role.

When answering this question, focus on a specific challenge, the steps you took to resolve the issue, and the positive outcome. Highlight your client relationship management skills and how you ensured client satisfaction.

Discuss your approach to prioritization, whether it's based on urgency, impact, or client needs. Show that you use tools or methods to stay organized and effectively manage workloads across accounts.

Talk about the essential KPIs you track, such as service level agreements, customer satisfaction scores, and team performance metrics. Explain how this data informs your operational strategy and decision-making.

Share specific techniques you use to inspire and motivate your team, such as setting clear goals, recognizing achievements, providing training, or encouraging open communication. Emphasize the importance of a supportive work environment.

Outline your approach to maintaining open communication, understanding client needs, and providing regular updates. Include examples of how relationship-building has led to successful outcomes in your past experience.

Discuss your methods for tracking performance, how you deliver constructive feedback, and the importance of regular evaluations. Emphasize the role of feedback in fostering improvement and team engagement.

Present a specific instance where you identified a process gap, proposed improvements, and successfully implemented changes that led to enhanced efficiency or service quality.

Share your approach to understanding client goals and how you adapt your team's strategies accordingly. Illustrate your problem-solving flexibility and ability to pivot when needed.

If applicable, discuss any previous roles or campaigns related to the healthcare sector. Highlight specific skills or knowledge relevant to managing healthcare client accounts and navigating regulatory challenges.

Talk about the processes you have in place for quality monitoring, such as conducting regular audits, providing team training, and implementing feedback loops to ensure consistency and quality in client service.