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:

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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.

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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).

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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.

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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.

Originally posted on Himalayas