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Contact Center Account Manager

Company: Kelly Services
Location: Lakeland
Posted on: May 16, 2019

Job Description:

Job Description

Position Overview

The Account Operations Manager is responsible for Partner performance for a specific Partner or LOB within a client-s portfolio and the staff the partner with at each site.

Duties and Responsibilities



  • Account point of contact
  • Conducts weekly and monthly business reviews for the LOB
  • Responsible for QBR delivery
  • Holds weekly staffing calls with WFM
  • Processes internal and external data collection requests
  • Communicates and proactively supports and carries out Partner initiatives
  • Communicates and oversees partner funded incentive management
  • Prepares account specific communications, including PowerPoint presentations, memos, and verbal


    Requirements

    Qualifications



    • At least 5 years experience managing a minimum of 125 inbound/outbound sales and customer service agents
    • Advanced knowledge of call center services industry and best practices
    • Understands ramifications of call center actions on the business, including revenue, expense and employee dynamics
    • A proven track record of achieving sales and quality goals
    • Excellent motivational skills with a demonstrated ability to develop leaders
    • Strong focus on continuous improvement and operational optimization
    • Ability to competently address rapid changes in service delivery in a dynamic and time-sensitive environment
    • Knowledge of Microsoft Office programs and multiple operating systems
    • Excellent oral and written communication skills
    • Ability to effectively respond to questions from managers, clients and customers
    • Knowledge of federal and state call center compliance regulations
    • Occasional travel may be required


      Why Kelly--?

      At Kelly

      Services--, we work with the best. Our clients include 95 of the Fortune

      100--- companies, and more than 70,000 hiring managers rely on Kelly annually to access

      the best talent to drive their business forward. If you only make one career connection today, connect

      with Kelly.

      About

      Kelly Services--

      As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people

      around the world and have a role in connecting thousands more with work through our global network of

      talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter.Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

      Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

      committed to employing a diverse workforce. Equal Employment Opportunity

      is The Law.

Keywords: Kelly Services, Lakeland , Contact Center Account Manager, Executive , Lakeland, Florida

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