Account Manager – On-site in San Pedro Sula, Honduras

About the role

Allied Global is seeking an experienced Account Manager to join its Operations team in San Pedro Sula, Honduras. The role focuses on managing client relationships, driving operational performance, leading teams, and identifying growth opportunities.

Key responsibilities

• Manage and strengthen client relationships, ensuring alignment, satisfaction, and effective communication.
• Monitor and drive key operational KPIs such as AHT, Conversion, NPS, and First Contact Resolution.
• Lead and develop Performance Managers, Supervisors, and operational teams.
• Identify opportunities for continuous improvement, process optimization, automation, and cost efficiency.
• Manage accounting financial performance and budgets, ensuring profitability.
• Develop commercial strategies to support account growth, expansion, and new business opportunities.
• Lead operational and organizational change management initiatives.
• Ensure compliance with quality standards, client requirements, internal policies, and applicable regulations.
• Manage operational issues, conflicts, and crises, developing effective action plans and contingency strategies.
• Prepare and present strategic performance reports for clients and senior leadership.

Required profile

• Bachelor’s degree in business administration, marketing, industrial engineering, or a related field.
• Master’s degree in project management (desirable).
• Minimum 3 years of experience as an Account Manager in the Call Center/BPO industry.
• Strong knowledge of data management, KPI analysis, CRM, and performance methodologies such as Lean or Six Sigma.
• Advanced proficiency in Microsoft Office, Scorecards, and commercial skills.
• Strong leadership, communication, negotiation, strategic thinking, problem‑solving, and customer management abilities.
• Advanced English proficiency.
• Availability to work 100 % on‑site in San Pedro Sula and travel as required.

Required skills

• Data management
• KPI analysis
• CRM
• Lean methodology
• Six Sigma methodology
• Microsoft Office
• Scorecards