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We have been exclusively mandated by a client based in a French speaking African nation to find a "Key Account Manager - Technical". They run a BPO/KPO based data labeling service in Madagascar and support international clientele (French Speaking) in North America, EU and Asia with a strength of 500 FTE

Major missions and responsibilities
  • The KAM is both in charge of customer satisfaction and profitability of his account. He is in constant contact with his customer(s) to discuss production status and any foreseeable issue that can occur with the most proactive way possible as well as proposing solutions. A weekly update is done during a call, and a monthly business review along with the production manager and chief growth officer is also done
Activities and tasks
  • Understand the customer's requirements and efficient and reliable transmission to the operational teams, plan his staffing in order to absorb the required volume, ensure quality and delays are met, as well as productivity as defined in the kick-off meeting
  • He manages his team of supervisors and staff members as per the individual KPIs of performance and quality of each of them and organize training/briefing sessions for those he feels necessary
  • He is able to sanction or praise the workers as requires
He is the guardian of the discipline (focus and attendance, hygiene and attitude) in the workplace, is expected to organize his teams as he wishes and judges and has the liberty to terminate workers that are not performing

Strong Management Skills, Ability to have tough conversations and hard decisions in a BPO Setting
Good French Knowledge
Required Candidate profile
Strong management skills
  • Able to lead multidisciplinary teams, deliver clear messages and targets, and sanction/praise as required. Able to communicate clearly and train the teams on various subjects if required
  • Handle people with various backgrounds, personalities and skills, as well as conflict resolution and develop their capabilities and autonomy with efficient empowerment
Technical skills
  • Senior Excel level, good communication, analysis and reporting skills, ability to conduct efficient and structured meetings and briefings, able to translate strategic goals into operational targets for his teams and report accordingly
Good knowledge of the basics of AI and ML (including technologies and programming languages) as well as the AI ecosystem and innovation trends would be a plus
Language skills
Fluent/Native English, written and spoken
Excellent proficiency in French, written and spoken
Native Hindi
Curious, organized, good sense of human relations, taste for competition and challenges, fierce ambition and loyalty
Perks and Benefits
Accommodation + Full Relocation
Recruiter Name:Aditya Mishra

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