The Account General Manager’s main goal is to ensure the delivery of all program and client-facing KPIs while managing an efficient and profitable operation in compliance with the Company’s financial targets and growth projections. They are the primary owners of all client-facing activities and in charge of developing these long-term relationships, including guiding the internal and external alignment of all business objectives through efficient cross-functional collaborations.

Key responsibilities:

Deliver on all goals and metrics as described in the client’s SOW, ensuring the alignment of all team members through clear objectives and action plans. Develop and implement all necessary actions and remediation items aimed at improving all performance gaps, including the management of robust efficiency and staffing processes to ensure the program’s financial governance and profitability. Establish a clear development pipeline, leveraging all available resources to further drive program engagement and retention. Act with a clear sense of urgency toward all client concerns and inquiries, including acting as the main POC for WBRs, MBRs and QBRs.

Mandatory Requirements:

• Proven experience in leadership roles
  

• Minimum 3 years of proven experience in personnel management - In the Call Center Operations 

• Schedule flexibility

Core competencies:

• Giving support

• Focusing on customers

• Embracing technology

• Managing self-development

Leadership competences: 

• Providing leadership

• Leading change

• Building effective team

• Managing stakeholders

Functional competencies:

• English - B2:

• Oral and written comprehension.

• Appropriate use of language.

• Advanced MS Office skills

• Budget management

• Engagement and retention plans management

• Planning and Supervision
  

Qualifications:

• Bachelor’s degree in Business Administration, Psychology, Industrial Engineering, Systems Engineering, Communications  - Required

• +3  years of operational expertise, preferably in the call center industry or managing medium to large groups in other industries at a managerial level - Required