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.