CallCenterNinjaAccenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Within Operations, we are growing our Digital Inside Sales (DIS) team. Our transformational approach to sales brings clients the right combination of expert technical sellers and innovative technology, powered by data and insights. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities.
Visit us at www.accenture.com.
Responsibilities:
Manage a high performing team of Agency Account Managers focused on supporting and scaling existing advertisers within the book.
Manage KPIs, ensure deliverables are exceeded and revenue is achieved
Identify barriers and to improve productivity and success
Develop, coach and manage your Agency team to ensure operational excellence
Identification of top talent and hiring in the interview process to build out and maintain a high performing Agency Account Manager team.
Focuses, motivates and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and targets.
Conducts one to ones with team members to assess performance against objectives.
Carries out call evaluations on a weekly basis to ensure consistency and adherence to all regulatory requirements and best practice in customer engagement.
Provides leadership, support and development to members of the team and builds on the strengths of the team members that drive optimum performance.
Oversees and manages the day-to-day operation and workflow of the team in an organised and efficient manner.
Creates a learning environment to ensure that the transfer of knowledge and insight occurs.
Acts as a point of referral for complex and escalated queries
Ensure that all client SLA targets are met, including aspects of: Meeting Client SLA’s, Performance Management, People Management, Transition Management, Other key roles (Recruitment, Quality Management, Policy communication etc.)
Minimum 7 - 10 or more years experience in Advertising Technology sales in any online ad platform .
Minimum 3 - 5 or more years in sales team lead/sales manager role.
Native level in Mandarin language.
Experience recruiting and hiring candidates for a high-performance agency account management sales team.
Demonstrated experience forecasting new sales opportunities, setting goals, and monitoring sales activity.
Ability to develop effective business relationships with all levels of internal and external management.
Must possess strong oral, written, presentation, and interpersonal skills.
CRM experience or comparable sales force automation tool. Strong knowledge of technology / social media channels.
Ability to identify and lead service improvement initiatives.
Experience in handling escalations from both external clients and internal sales and support organizations within a contact centre / queue-based environment as a plus.
Experience developing, measuring, and documenting improved efficiencies in workflow and system processes.
Must be able to clearly identify goals, communicate vision for the team, and then deliver results.
Excellent influencing skills and ability to work with key cross functional business stakeholders.
Excellent customer service, communication and interpersonal skills