Account Manager
Awesome CX by Transcom
Join our Awesome CX by Transcom Family as an Account Manager
Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be an Account Manager for our Awesome CX by Transcom Davao site. This role focus on providing excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. Builds relationships with clients to encourage new and repeat business opportunities.
Key Responsibilities:
- Strategic Reporting & Insights
- Executive KPI Governance: Oversee the accuracy and narrative of weekly/monthly reports, shifting from "what happened" to "why it happened" and "what is the projected impact."
- Advanced Forecasting: Lead annual and multi-quarter forecasting, aligning support capacity with brand growth projections
- Strategic Business Reviews: Own the preparation and delivery of Quarterly Business Reviews (QBRs) and Annual Business Reviews (ABRs), presenting data-driven stories to executive leadership
- Macro Trend Analysis: Identify long-term contact trends and market shifts to recommend pivots in brand strategy or support structure
- Leadership & Organizational Development
- Mentorship & Bench Strength: Act as a mentor to Tier 1 and Tier 2 Account Managers; lead the development of a leadership pipeline within the team
- Culture & Retention Strategy : Design and oversee the overarching team-building and recognition framework to ensure high morale and low turnover
- Change Management: Lead the team through major organizational shifts, new tool implementations, or significant SOP overhauls
- Operational Excellence & External Partnerships
- Strategic Partner Liaison: Act as the primary escalation point for third-party partners (e.g.,Fosdick, Fraud vendors) to negotiate service level improvements or resolve systemic issues
- Cross-Functional Roadmap Alignment: Represent the Support Ops interest in high-level brand meetings (Marketing, Product, Supply Chain) to influence the roadmap based on CX data
- Resource Advocacy: Formulate business cases for additional headcount, budget, or technology tools needed to scale the operation
- High-Level Risk & Compliance
- Global Account Security: Oversee high-stakes escalations including legal threats, complex BBB cases, and large-scale fraud prevention strategies
- Data Governance: Ensure full compliance with DataGrail/GDPR and evolving privacy regulations across all support workflows
- Audit & Quality Control: Implement and oversee a regular audit cadence for SOPs and tool access to ensure operational integrity
- Process Innovation
- Continuous Improvement Lifecycle: Transform FGD (Focus Group Discussion) and "Health Pulse" feedback into actionable, funded projects that improve the customer and agent experience
- Launch Post-Mortems: Lead comprehensive "Wrap-up" analyses after major launches or promotions to refine the "Launch Playbook" for future cycles
What we are looking for:
To be successful in this role you must be...
- Minimum of 2 years of experience as Account Manager/Operations Manager in BPO or customer experience operations
- Directly managed and supervised team leaders of a campaign/s
- Experience in chat or email management campaigns
- Excellent verbal and written communication skills, with the ability to present to senior leadership and clients effectively
- Good critical thinking and problem-solving skills
What Life at Awesome CX by Transcom is like
Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks! We've got great amenities, suited to every need. You’ll be hard pressed to find a company that doesn’t say they have great culture, so what makes us different?
Wellness:
At Awesome CX by Transcom, we want to take care of our greatest assets, our people! We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.
The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.
One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.
Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.
True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month!
Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.
Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet.
Fun:
At Awesome CX by Transcom we work hard, we play harder! After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom’s cool-ture.
Work doesn’t have to be boring… We bring the fun to the workplace…
- Life size chess board
- Putting green
- Waterfalls
- Dance and yoga studio
- Pingpong tables
- Cafes
- Collaborative Workspaces
Our teams are more like family. That’s in large part due to our team building events and off site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together.
Year end party - honestly, we can’t even explain it. You’d have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments.
Dog friendly office spaces. Our workspaces are so fun your furry friends will even want to join, and they’re welcome. Just think about it - bring your dog to work every day, everyday!
Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face!
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