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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in client relationship management, operational planning, and performance optimization through data-driven insights. Proven ability to lead teams in achieving SLAs and KPIs while driving client growth and retention across customer care and moderation.
Highest-signal resume keywords
Client Relationship ManagementPerformance Data AnalysisTeam LeadershipSLA and KPI ManagementCost Modeling
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportModerationSocial Media ManagementCommunity ManagementData AnalysisAI and AutomationCost ModelsP&L Management
Soft Skills
Strong Communication SkillsOrganisedAdaptableCalm Under Pressure
Certifications & Qualifications
COPCSix SigmaLeanProject Management Certification
Industry Keywords
BPOContact CentreDigital EngagementClient GrowthAccount StrategyPerformance ImprovementData PrivacyGamesEntertainmentE-commerce
About the role
Key responsibilities & impact- Build trusted relationships with client stakeholders and act as the main point of contact
- Understand client goals, brand needs and success measures and turn them into operational plans
- Lead regular business reviews with performance data, insights and recommendations
- Drive client growth, retention and account strategy
- Identify opportunities to expand accounts and manage scope changes and renewals
- Build cost models, manage account profitability and work with Finance on invoicing
- Lead and develop supervisors, team leads, project managers, agents and moderators
- Own performance against SLAs and KPIs, including AHT, FCR, CSAT, QA, moderation accuracy and engagement
- Work with Workforce Management on forecasting, scheduling and staffing
- Ensure teams follow client guidelines, platform policies and data privacy requirements
- Resolve escalations and drive process improvement, automation and better tooling
- Lead client programmes across customer care, content moderation, community management and social media
Requirements
What you’ll need- 5+ years in BPO, contact centre or digital engagement
- At least 2 years in a management role
- Hands-on experience with customer support, moderation, social media or community management
- Experience in client-facing work, including managing relationships, presenting results or handling contracts
- Experience running teams to SLAs and KPIs and using data to improve performance
- Strong written and in-person communication skills
- Organised, adaptable and calm when priorities shift quickly
- Track record of supporting client growth and retention and contributing to account strategy
- Understanding of or experience with AI and automation in customer service or moderation
- Experience with cost models, pricing or P&L preferred
- COPC, Six Sigma, Lean or project management certification preferred
- Background in games, entertainment, e-commerce or consumer brands preferred
Benefits
Comp & perks- Salary dependent on experience
- Professional development shaped around the successful candidate's strengths
- Opportunity to work with global clients and teams across Jamaica, Nigeria and Costa Rica