Job Description

  • Serve as the primary point of contact for assigned BPO accounts
  • Build strong, long-term relationships with client stakeholders and decision-makers
  • Conduct regular business reviews (weekly/monthly/quarterly) to assess performance and alignment
  • Act as a trusted advisor by understanding client goals, challenges, and industry trends

Customer Success & Retention

  • Ensure client onboarding, transition, and ramp-up phases are smooth and successful
  • Monitor customer health, satisfaction, and engagement levels
  • Proactively identify risks to retention and implement mitigation plans
  • Drive renewals, contract extensions, and upsell/cross-sell opportunities

Service Delivery Oversight

  • Collaborate closely with operations, QA, workforce management, and training teams
  • Ensure SLAs, KPIs, and performance metrics are achieved
  • Escalate and resolve service issues in a timely ...

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