About Thientu BPO
Thientu BPO & HR is a leading outsourcing company providing high-quality business solutions to international clients across multiple industries.
We are currently seeking a committed and detail-oriented
Account Executive cum Project Coordinator to join our expanding team.
If you have strong operational knowledge, enjoy working directly with global clients, and are passionate about delivering high-quality service while supporting project start-ups, this is an excellent opportunity to build your career in a dynamic international environment.
Key Responsibilities
Client Account Management
- Serve as the primary point of contact for assigned clients and manage daily communication, escalations, and updates.
- Lead governance meetings (daily/weekly/MBR/QBR) and present performance metrics, SLA status, and improvement plans.
- Maintain strong relationships with clients and ensure internal teams understand requirements and expectations.
Client Communication (Pre-Sales)
- Respond to initial chats, inquiries, and messages from potential clients to provide basic service information.
- Follow up with leads to understand preliminary requirements and maintain engagement until formal discussions.
- Coordinate introductory calls or meetings with management, sales, or operations as needed.
- Support the pre-contract process by gathering client details, preparing internal notes, and ensuring smooth communication flow.
Project Coordination for New Client Start-Ups
- Support end-to-end project transition activities including knowledge transfer, SOP creation, workflow mapping, training coordination, IT setup, and go-live preparation.
- Track project milestones, timelines, and deliverables in alignment with internal departments.
- Coordinate with Operations, WFM, Quality, Training, Recruitment, and IT for project readiness.
- Maintain RAID logs and escalate issues as needed.
Operational Support and Governance
- Monitor key BPO performance indicators: AHT, CSAT, QA scores, productivity, staffing adherence, and volume trends.
- Support root-cause analysis for SLA deviation risks and assist with corrective actions.
- Prepare dashboards and reporting insights for internal stakeholders and clients.
- Participate in process improvement and optimization initiatives.
Documentation and Compliance
- Prepare and maintain SOPs, training materials, project documentation, change logs, and communication records.
- Ensure compliance with Thientu BPO and client-specific security and quality standards (ISO, GDPR, etc.).
- Manage process updates and documentation version control.
Required Skills And Competencies
- Strong knowledge of BPO operations, including customer support and back-office workflows.
- English proficiency (written and verbal) for client communication and documentation.
- Experience managing client relationships in a service delivery environment.
- Strong project coordination skills with the ability to manage multiple priorities.
- Familiarity with PM tools (Asana, Jira, Smartsheet) and BPO platforms (Genesys, Avaya, NICE).
- Ability to analyze operational data and generate insights.
- Strong problem-solving and cross-functional coordination skills.
Qualifications
- Bachelors degree in Business, Operations, Communications, or a related field.
- 25 years of experience in BPO account management, client services, or project coordination.
- Experience supporting BPO transitions or new-client onboarding preferred.
- Certifications such as PMP, Agile, or ITIL are beneficial but not required.
