Account Manager

About the role

The Operations Manager I (Account Manager) at Concentrix in Dubai coaches and supervises a group of Team Leaders and ensures Client Service Level Agreements and financial expectations are met. The role drives performance, ensures service excellence and manages Team Leaders and Brand Ambassadors to deliver a seamless, high-quality client experience.

Key responsibilities

• Analyze and maintain Client Service Level Agreements and implement improvement plans where needed
• Maximise revenue to reach long- and short-term financial targets, such as data collection for billable and non-billable hours, forecasting and budgeting
• Select, train, develop and manage direct reports, including planning and assigning work in line with organisational policies and legal requirements
• Review operational reports (attendance adherence, PFP, client scorecard, metrics management reports)
• Create and strengthen relationships with client partners
• Provide leadership and guidance, define corrective actions and hold regular one-on-ones with direct reports
• Resolve employee relations issues professionally and in a timely way
• Take part in cross-functional meetings with Training, HR, Quality, WFM and TA, and help define action plans
• Evaluate staffing needs with input from Business Development and the client, attend business reviews and adjust staffing to changing requirements
• Handle a team of team leaders

Required profile

• Experience in a Luxury Customer Relations Centre
• Associate's degree in a related field; more than seven years of experience (at least two years of progressive management experience) preferred
• Background in customer service in premium environments (retail, hospitality, luxury preferred)
• Ability to coach, give feedback, analyse and improve work processes, and to mentor and direct a team
• Excellent written and verbal communication, presentation and prioritisation skills
• Willingness to work a flexible schedule
• Experience leading sales teams