Account Director

Role

For our ROCKEN partner, you are an Account Director in the BPO environment with overall responsibility for the highest-revenue customer and the associated major project in the area of Customer Service. You manage budget, performance, and customer relationships across multiple nearshore locations.

Responsibilities

• P&L responsibility for the account including forecast, budget control and derivation of measures
• Management and development of local and international project managers and team leads
• Control of operational performance based on industry-standard KPIs and SLAs
• Building the customer relationship at C-level as the central point of contact
• Planning of personnel deployment, forecasting cycles and training measures
• Handling escalations and reporting to management and clients
• Strategic further development of the mandate across multiple locations

Qualifications

• Several years of management experience in the BPO or call center industry, ideally in project business
• Completed studies in business administration, Executive MBA or commercial apprenticeship with corresponding practical experience
• Experience in working with nearshore teams, preferably in Bulgaria and Poland
• Fluent English, fluent German, French advantageous
• Confident handling of industry KPIs, forecasting tools and MS Office
• Entrepreneurial thinking, willingness to travel and resilient work ethic

Benefits

• Interesting and varied tasks/projects
• Flat hierarchies
• Established and dynamic team
• Home office
• Flexible working hours: trust-based working time
• Attractive training and development opportunities