Account Management Manager

Job Title: Account Management Manager

Job Summary

The CRM is responsible for managing and improving call center operations by analyzing performance data, driving operational excellence, and ensuring quality, efficiency, and productivity targets are consistently met. This role partners closely with Operations leadership and clients to achieve business objectives and support continuous improvement.

Key Responsibilities

Operations Analysis

• • Review and analyze operational reports, records, and data to ensure quality, efficiency, and productivity targets are achieved.
• • Monitor changing performance metrics based on client directives, as outlined in Operations Performance Expectations.

Reporting & Data Management

• • Analyze reports from multiple sources, including client-provided and internally generated data.
• • Maintain high attention to detail and hold Operations and cross-functional teams accountable for addressing performance gaps.
• • Prepare and deliver accurate and timely reports to external clients and internal business leaders.

Goal Setting & Execution

• • Set operational goals and business objectives aligned with client and organizational expectations.
• • Translate goals into actionable plans for Group Managers, Shift Managers, and Team Managers.
• • Recommend and support pre- and post-shift huddles to discuss goals, trends, action plans, and key announcements, ensuring checks for understanding.

Strategic Support

• • Assist the Operations Director in developing long-term sales and quality strategies.
• • Provide ongoing operational assessments and feedback derived from Operations and Quality Monitoring processes.

Process & Quality Management

• • Monitor calls and provide structured feedback to Operations Managers/Directors, Group Managers, and Team Managers.
• • Utilize approved coaching frameworks and tools such as the Tri-Level Coaching Process and Call Observation/Looping Forms.

Discipline & Performance Improvement

• • Ensure strict adherence to company policies and operational processes.
• • Implement corrective actions to address performance gaps and analyze trends to coach leadership teams.
• • Manage follow-through initiatives including A-Bay Programs and Performance Improvement Plans (PIPs).

Communication

• • Communicate program activities, updates, and plans to Operations leadership and teams.
• • Share leadership updates, business strategy changes (e.g., closing tactics, customer incentives), and internal VXI communications (HR policies, memos).
• • Maintain strong business understanding and awareness of company-related events.

Client Engagement

• • Conduct regular client interactions in partnership with Client Services and the Operations Director.
• • Participate in client call calibrations, performance rankings, reviews, daily summaries, and other client-required deliverables.
• • Ensure all client deadlines and requirements are met consistently.

Performance Management

• • Support Operations leadership in conducting performance reviews.
• • Identify root causes of performance gaps and recommend corrective action plans at all levels.
• • Manage and review key metrics including Close Rate, Advance Product Take Rate, Package Penetration, AHT, and Quality.
• • Conduct reviews through formal scorecards or one-on-one coaching sessions, as needed.

Why Join Us

If you enjoy rapid growth and thrive in an environment filled with motivated, enthusiastic high performers, this role offers an exciting and rewarding career opportunity.

Resume Submission

Please share resumes with:

Shirish

Email ID: shirish.vadlagatta@vxi.com