Account Manager

We are looking for 2 passionate Account Managers to lead 2 of our accounts in Bucharest!

Position summary:

You will be in charge of providing authentic leadership, offer coaching, support and build engagement to a team of ~50 - 250 team members, in an account general manager role who undertakes complex assignments, meets tight deadlines under pressure and delivers superior performance, applies key coaching and leadership concepts to drive team accountability and proficiency and ensures strong sense of urgency, in a fast-paced business environment.

What we expect:

• Minimum 2 years of proven management experience  in a Contact Center with the expectation to have delivered minimum one account level project or plan successfully
• Proficient level of English Language - French OR Italian language is a plus
• Experience in managing teams, orientation to results, customer satisfaction and centricity
• Ability to manage multiple priorities and high volumes of work, capacity to operate independently and as a team player in a multi-changing business environment
• Ability to coach, develop, support and lead a team of 15+ management professional (team managers and operation managers)
• Desire to perform proactive in-depth data analysis, understand trends and support substantial action registers
• Work with all and any support departments as well as global team in TI for the purpose of operational fluency and best practice sharing
• Fluency in sustaining positive relationships with international clients
• Drive to ensure front line and management level engagement trends are sustained at optimum levels and eagerness to drive all connected action plans
• Passion to ensure the team operates as one, via strong communication, leadership, coaching and management skills
• Positive, professional, dynamic, flexible, well-spoken attitude
• Proficient with Microsoft Office Suite
• Full-time availability for a flexible schedule: afternoon/night shift (ranging from 15:00 to 01:00) OR mid-shift  (ranging from 10:00 to 20:00)

Your responsibilities:

• Drive process control methodologies and ensure fluency as well as optimization of all internal processes
• Establish recruitment and staffing needs to attain proper performance indicators
• Support, oversee and work towards the proper selection, training, upskilling and speed to proficiency of all newly on boarded team members
• Keep track and be accountable for all account level action registers, to drive performance across all indicators
• Act as a pivotal interim point between operations and support layers, to facilitate communication
• Prepare, send and review regular reports to clients, on a request on recurring basis
• Perform recurrent recognition for all high performing team members and management personnel as well as closely oversee all actions to elevate non-performing teams
• Deliver recurrent coaching and feedback to all team members, on a recurrent basis as well as on a need-to-address basis
• Attend, participate in all required account performance reviews, strategy meetings etc.
• Strategize and course-correct to ensure and financial health criteria of the account are met at all times
• Properly plan the capacity of the account across all 8 lines of business to ensure adequate resource allocation

We offer:

• Stable job - permanent labor contracts
• Monthly meal tickets
• Public transportation and gym subscriptions reimbursement, after trial period
• Private medical insurance coverage
• Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more
• International career - regular training and international career opportunities
• Multilingual exposure - improve your spoken and written language skills
• Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
• Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long

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