BPO Client Account Manager (EST Hours) - Remote

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 Requirements - 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.