Outbound Customer Care Account Manager

The Outbound team runs commercial missions, B2B and B2C : outbound calls, activation, reactivation, upsell and cross-sell, appointment setting, and inbound lead qualification. Our model is outcome-based: we are paid on the value we generate, not on volume.

Reporting to the Head of Outbound, you own a portfolio of outbound calling missions end-to-end. You are the single point of accountability for their performance, for the freelancers who run them, and for the client relationship. Automation and AI are at the heart of how you scale that performance.

Your missions

Freelance network and mission performance

• Partner with the certified freelancers on your missions (10 to 30 per mission on average): briefing, ramp-up, quality follow-up, and call coaching, in a partner posture within a community of independent professionals.

• Anticipate sourcing and staffing needs so each mission delivers the quality and productivity its growth requires.

• Frame the objectives and steer the KPIs that move the numbers: calls per hour, answer rate, decision-maker rate, conversion or appointment rate, no-show rate, and ramp-up.

• Build and maintain the operational assets behind each mission: knowledge base, call grid, and performance dashboard.

Client performance

• Build and maintain strong relationships across your portfolio of clients.

• Deliver best-in-class reporting with the data your clients need, through regular steering committees and day-to-day data management.

• Continuously refine processes to improve efficiency.

• Identify and capitalize on upsell and cross-sell opportunities.

• Onboard new clients with the support of the Head of Outbound.

Automation and AI

• Make our proprietary automation and AI ecosystem your daily leverage: industrialize what can be, and scale performance across your whole portfolio. This is a core axis of the role, not a side topic.