Contact Center Account Manager

Teleperformance USA • Maryland, Maryland • 1d ago

Category : Client Operations

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k and more)

Paid Time Off

Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Purpose

Coordinate implementation of programs for clients in the direct response, financial services, retail, technology, and business enterprise industries. Acts as liaison between the client and the TP technical team and responsible for implementation and lifecycle maintenance of client IVR programs.

This position is 100% work at home. Must be located within the US and eligible to work in the US without sponsorship.

Your Responsibilities

Project management including team leadership

Compile specifications, requirements and other program specific documentation from the client

Write creative copy for interactive voice response scripts

Track and manage scope, schedule and costs for project implementation

Manage tasks and deliverables from client to technical resources

Review both new and existing IVR programs for script to system accuracy and effective sales approach

Analyze client reports and make suggestions to optimize scripts and/or offers

Identify potential application and process improvements

Provide excellent customer service to internal and external clients

Prepare monthly billing documentation

Prepare documentation for client business reviews

Develop monthly revenue projections for each client

Perform other related duties and assignments as required and as assigned by supervisor or other management

Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Qualifications

Must be at least 18 years old

Bachelor's degree or significant equivalent experience as an Account Manager in the contact center industry

2 to 4 years of experience as an account manager, account coordinator or project manager preferably working with IVR applications or in the contact center industry

Minimum requirement of intermediate Microsoft Office skills (i.e., Word, Excel, Power Point, etc.)

Overnight travel approximately four times per year

Excellent attendance history is required

Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit check

Soft Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy?

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer

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