Job Description
ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency - we operate as a dedicated extension of our U.S.-based clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are looking for an experienced Client Account Manager who understands the dynamics of a BPO / Call Centre environment and is comfortable working with overseas campaigns, particularly USA-based clients.
This role is ideal for someone who has worked closely with agents, team leaders, or operations teams and can confidently manage client relationships while understanding day-to-day operational realities.
You will act as the key link between clients and internal teams, ensuring expectations are met, issues are resolved efficiently, and accounts are managed professionally.
PLEASE NOTE:
- Working Hours: Mon – Fri 9:00am – 6:00pm EST (16:00pm – 01:00am OR 15:00pm - 00:00am South African Time, depending on daylight savings in the USA), however must be flexible to work overtime and be available over weekends if needed.
- Work Environment: This is a fully remote working role.
- You will be required to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
KEY RESPONSIBILITIES:
Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective
Oversee scheduling to meet client needs and service level agreements (SLAs)
Build strong, long-term client relationships
Understand campaign objectives, KPIs, and operational needs
Work closely with agents, team leaders, and internal stakeholders
Monitor account performance and address risks proactively
Prepare and present detailed weekly reports on agents performance, including metrics and areas for improvement
Handle client queries, concerns, and escalations
Identify opportunities to improve service delivery and client satisfaction
Maintain clear, professional communication with overseas clients
Experience in a BPO, Call Centre, or similar operational environment
Prior experience managing agents, teams, or operational workflows
Exposure to USA campaigns or other international / overseas campaigns
Strong client communication and relationship management skills
Ability to manage multiple priorities in a fast-paced environment
Professional, solutions-driven, and highly organised
Excellent verbal and written English skills
A dynamic and engaging personality, with a positive and proactive attitude, and strong problem-solving skills
If you are not contacted within 14 working days, please consider your application unsuccessful.
