Are you a strategic leader who thrives in fast-paced environments? Do you excel at building rock-solid client relationships while driving operational excellence? If so, we want you on our team!

We are looking for a dynamic, results-oriented Account Manager / Site Operations Manager to lead our operations, champion our clients' success, and inspire our teams to reach new heights. Here, you will have the autonomy to make a real impact, implement continuous improvement, and grow your career alongside industry experts.

Job Objective

Responsible for the end-to-end management of the client relationship, ensuring maximum customer satisfaction, operational efficiency, KPI compliance, account profitability, and commercial growth. Additionally, this role acts as the operational leader and site administrator for the local facility.

Key Responsibilities

Client Management

- Maintain constant and proactive communication with clients.
- Manage expectations, handle conflict resolution, and drive customer satisfaction metrics.
- Develop long-term strategic relationships and tailor-made business solutions.

Operational Management & Performance

- Monitor key performance indicators (KPIs) such as AHT (Average Handle Time), conversion rates, NPS (Net Promoter Score), and FCR (First Contact Resolution).
- Analyze operational data and generate executive-level reports.
- Ensure strict compliance with all service level agreements (SLAs) and performance standards.

Team Leadership

- Direct and mentor performance managers, supervisors, team leads, and agents.
- Drive continuous training, professional development, feedback sessions, and succession planning.
- Guarantee team productivity and the achievement of organizational goals.

Continuous Improvement

- Identify opportunities for process optimization and workflow enhancement.
- Implement operational excellence methodologies such as Lean and Six Sigma.
- Reduce overhead costs and maximize operational efficiency.

Financial Management

- Manage budgets and allocate account resources effectively.




- Control expenditures to ensure the business unit's profitability.
- Optimize resource distribution to maximize ROI.

Business Development

- Identify organic growth opportunities and account expansion possibilities.
- Participate in negotiations for new services, renewals, or contracts.
- Contribute to the sustainable and long-term commercial growth of the business.

Change Management & Quality Assurance

- Lead transformation, digital adoption, and automation initiatives.
- Ensure full compliance with industry regulations, internal compliance, and company policies.
- Manage internal and external operational audits.

Crisis Management & Strategic Analysis

- Resolve critical operational issues and complex client escalations.
- Design and implement robust contingency and business continuity plans.
- Present risk assessments, business opportunities, and performance analysis to executive leadership.

Profile Requirements

Educational Background

- Bachelor’s degree in Business Administration, Marketing, Industrial Engineering, or a related field.
- Master’s degree in Project Management is highly desirable.

Experience

- 1 to 2 years of experience as an Account Manager within Call Center / BPO operations.

Technical Skills

- Deep understanding of KPI management and data analysis.
- Proficiency in CRM platforms.
- Experience with data analysis tools and Scorecard management.
- Knowledge of Lean and Six Sigma methodologies.
- Advanced Microsoft Office skills (Excel, Word, PowerPoint).
- Strong, proven commercial and sales-driven skills.

Key Competencies

- Results-oriented mindset.
- Strategic thinking.
- People leadership and talent development.
- Effective communication.
- Advanced problem-solving.
- Business acumen.
- Negotiation and adaptability.
- Strong customer commitment.

Languages

- Native or advanced Spanish.
- Advanced English.

Other Requirements

- Schedule flexibility.
- Availability to travel.

What We Offer:

- Competitive base salary.
- All statutory benefits by law (Prestaciones de Ley).
- Professional and stable work environment.

📌 Administrador de cuenta (Lima)
🏢 OneSource
📍 Lima