Job Description
ISTA Personnel Solutions is a fast-growing Business Process Outsourcing (BPO) company that partners with leading U.S.-based businesses. We don’t recruit on behalf of clients—we become an extension of their teams by providing dedicated remote staff across a range of industries.
We are looking for an experienced Client Account Manager to oversee our remote working agents on multiple USA-client accounts specialising in ABA Therapy services. We’re looking for someone who has managed agents in a BPO or contact centre environment within the ABA Therapy industry and understands how to balance client expectations with operational performance.
You will be responsible for managing a portfolio of ABA client accounts, supporting remote agents, monitoring operational performance, driving KPIs and acting as the primary operational contact for your assigned ABA clients.
PLEASE NOTE:
- Working Hours: 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 the day-to-day operations of multiple USA client accounts in the ABA Therapy Industry.
Lead, coach and support remote agents to achieve performance, productivity and quality targets.
Monitor attendance, adherence, productivity and KPIs, addressing performance concerns proactively.
Conduct regular one-on-one coaching sessions and performance reviews with assigned agents.
Build strong working relationships with assigned clients and serve as their primary operational contact.
Respond to client enquiries, concerns and operational escalations promptly and professionally.
Work closely with the Client Success Manager to ensure a consistent client experience.
Analyse operational data and identify trends, risks and opportunities for improvement.
Prepare and present weekly and monthly operational performance reports.
Coordinate staffing, scheduling and resource planning to meet client requirements and service level agreements.
Collaborate with Recruitment, HR, IT and Operations teams to ensure smooth onboarding and ongoing support for client accounts.
Drive continuous improvement initiatives that enhance both client satisfaction and operational efficiency.
ABA Therapy Industry experience is a non-negotiable
BPO or Call Centre Operations experience
Highly organised with the ability to manage multiple priorities across several client accounts, in a fast-paced environment
Excellent coaching and problem-solving skills.
Strong understanding of KPIs, SLAs, productivity and performance management.
Confident presenting reports and discussing performance with clients and internal stakeholders.
If you are not contacted within 14 working days, please consider your application unsuccessful.
