Account Operations Manager

Posted February 02, 2019
Apply: The Results Companies


Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO

Vision Statement

Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

The Account Operations Manager is responsible for Partner KPI performance for a specific Partner or LOB within a client's portfolio and the staff they 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


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


The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability

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