* Leading, training and managing team leaders of the account and handling any issues that may arise.
Achieving account objectives and goals while motivating account staff.
Communicates client needs and demands to team leaders
Forecasts and tracks account performance metrics
Ensure the timely and successful delivery of service according to client needs and objectives
Set team leaders and account advisors monthly objectives
Applies operational, qualitative and business analysis of account performance
Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance
Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives
Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month
Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project
Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets
Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment.
Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria.
Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks.
Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions.
Communicates with the client concerning the business reviews, operational results and participate in client's meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark.
Ensure the non-disclosure agreement is completely running with no fail.

Qualifications

* C1 English profile.
Team Management – Decision Making – Analytical
3-5 years technical experience.
2 years management experience.
Experienced in BPO industry

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Skills Gap Analyzer

Compare your skills with the requirements for Operations Call Center Account Manager and see what you need to learn

About the company

Raya CX

Outsourcing and Offshoring Consulting

Key Responsibilities:

* Leading, training and managing team leaders of the account and handling any issues that may arise.
Achieving account objectives and goals while motivating account staff.
Communicates client needs and demands to team leaders
Forecasts and tracks account performance metrics
Ensure the timely and successful delivery of service according to client needs and objectives
Set team leaders and account advisors monthly objectives
Applies operational, qualitative and business analysis of account performance
Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance
Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives
Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month
Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project
Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets
Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment.
Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria.
Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks.
Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions.
Communicates with the client concerning the business reviews, operational results and participate in client's meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark.
Ensure the non-disclosure agreement is completely running with no fail.

Qualifications

* C1 English profile.
Team Management – Decision Making – Analytical
3-5 years technical experience.
2 years management experience.
Experienced in BPO industry

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About the company

Storekeeper

Medical Science Liaison - Rare Diseases (with Diagnostics responsibilities Oncology/Rare Diseases) - Lebanon

Software Engineer Intern

Generative AI Creative Technologist (Arabic)

Business Growth Associate

Venture Capital Intern

Business Prospecting Executive

Showroom Manager- Nigeria

Salesperson

Company Owner

Business Prospecting Representative

Customer Success Lead

Event Specialist

EUSM Lebanon - European Union Support Mission in Lebanon 1-2026 Call for Contributions (EUSM Lebanon)

Software Engineer

Sales Advisor

Business Development

Computer Science

Mechanical Engineer

HR Volunteer

Private Engineering Tutor

Real Estate Salesperson

Sales Manager- 19 L

Human Resources Manager

Store Manager

Hairdresser

Solar Design Engineer

Insurance Unit Leader