Client Account Manager (ABA Therapy Industry) - EST Working Hours (Remote)

ISTA Personnel Solutions is a fast-growing Business Process Outsourcing (BPO) company that partners with leading U.S.-based businesses. We don't recruit on behalf of clients—we become an extension of their teams by providing dedicated remote staff across a range of industries.

We are looking for an experienced Client Account Manager to oversee our remote working agents on multiple USA-client accounts specialising in ABA Therapy services. We're looking for someone who has managed agents in a BPO or contact centre environment within the ABA Therapy industry and understands how to balance client expectations with operational performance.

You will be responsible for managing a portfolio of ABA client accounts, supporting remote agents, monitoring operational performance, driving KPIs and acting as the primary operational contact for your assigned ABA clients.

PLEASE NOTE

• Working Hours: 16:00pm – 01:00am OR 15:00pm - 00:00am South African Time, depending on daylight savings in the USA, however must be flexible to work overtime and be available over weekends if needed.
• Work Environment: This is a fully remote working role.
• You will be required to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.

KEY RESPONSIBILITIES

• Manage the day-to-day operations of multiple USA client accounts in the ABA Therapy Industry.
• Lead, coach and support remote agents to achieve performance, productivity and quality targets.
• Monitor attendance, adherence, productivity and KPIs, addressing performance concerns proactively.
• Conduct regular one-on-one coaching sessions and performance reviews with assigned agents.
• Build strong working relationships with assigned clients and serve as their primary operational contact.
• Respond to client enquiries, concerns and operational escalations promptly and professionally.
• Work closely with the Client Success Manager to ensure a consistent client experience.
• Analyse operational data and identify trends, risks and opportunities for improvement.
• Prepare and present weekly and monthly operational performance reports.
• Coordinate staffing, scheduling and resource planning to meet client requirements and service level agreements.
• Collaborate with Recruitment, HR, IT and Operations teams to ensure smooth onboarding and ongoing support for client accounts.
• Drive continuous improvement initiatives that enhance both client satisfaction and operational efficiency.

Requirements

• ABA Therapy Industry experience is a non-negotiable
• BPO or Call Centre Operations experience
• Highly organised with the ability to manage multiple priorities across several client accounts, in a fast-paced environment
• Excellent coaching and problem-solving skills.
• Strong understanding of KPIs, SLAs, productivity and performance management.
• Confident presenting reports and discussing performance with clients and internal stakeholders.

If you are not contacted within 14 working days, please consider your application unsuccessful.