Operations Account Manager

Employer: Omni Interactions

Project Overview

Omni Interactions is looking for an Account Manager to join us. Who is Omni? We’re disrupting the work-at-home contact center model by using fresh faces & new ideas to build our business & attract clients. We want your expertise & drive to help Omni find its footing in this growing world using automation to build the next generation of contractors. How? Not by using buzzwords, but by using creative solutions. Do you have the vision & drive? Join the Omni-Verse & change the world.

Who is Omni? Omni is a start-up with a vision – Our Gig Brand Ambassadors (GBAs) are independent contractors who have specialized skills & represent a particular brand consistently across all channels (email, text, phone, chat, bot).

We are also reinventing how gig workers are treated—improving earning opportunities and forming communities of interests, in which GBAs who share similar special skills can connect and feel a sense of belonging.

Summary:

We need a strong Account Manager who can execute on the client contract, manage our supervisor team & encourage top performance from our GBA population. We need you to learn the clients’ business & delivery model, then deliver on metrics.

Job Description

• Oversee service levels, staffing, reports, and team performance
• Provide coaching, leadership, and direction to the account team
• Develop strategies to improve GBA and GSA (a role typically known as Team Leads) performance
• Assist the Director in supporting the client relationship & direct daily operations internally
• Drive & execute daily performance and analyze trends, as well as meet & exceed client KPIs
• Drive the culture of “people-first, blame the process not the person” forward with continuous improvement
• Manage payroll & incentive budgets
• Monitor attrition, client commitments, and quality goals
• Oversee GBA communication strategy
• Drive cross-functional success with Shared Services (WFM, Certification, Sourcing, Onboarding, Quality, Finance)

Qualifications

• 1-2 of BPO/Contact center experience required
• 1 year of leadership/supervisor experience required
• Great interpersonal skills in a team environment
• Excellent communication skills & Leadership presence
• Strong organizational, multi-tasking, troubleshooting, and time management skills
• Experience with engaging and leading a team of over 25
• Experience with Microsoft Applications

Preferred Qualifications

• Operations experience in a contact center contractor setting (supporting 1099 contract workers)
• Leadership experience with a distributed workforce (all teams fully remote)
• Experience interacting with clients

Education & Experience:

• BS Degree or equivalent work industry experience

Why Join the Omni-Verse:

We’re a collection of thinkers & doers who are always looking ahead to what we can do better. We’re always challenging ourselves to reimagine what’s possible. We offer a comprehensive salary + benefits package to attract and retain the top talent to enhance our culture. Here’s an overview of what you’ll get when you join Omni:

• Join a culture of People first, never settling for what was done yesterday, where we challenge the mold
• No egos – join a culture of collaboration
• 100% remote work environment – never go into an office – EVER!
• Competitive benefits package – medical, dental, vision, HSA/FSA, 401(k), life, AD&D, unlimited PTO & more

The anticipated salary range for this position is $40,000-$50,000 annually. This position is eligible to participate in an annual incentive program.

To join the Omni-Verse, apply now!

Omni Interactions is proud to be an equal opportunity employer. Omni Interactions is committed to building a diverse and inclusive workforce that respects and empowers all employees, regardless of background.

Keywords: leadership, account, operations, BPO, call center, contact center, supervisor, lead, people, collaboration, skills, service, staffing, contact, center, call, center, customer service

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