Contact Center Account Manager

Teleperformance USA • Maryland, Maryland • 1d ago

Category : Customer Service/Support

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers **.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here (https://www.teleperformance.com/en-us/contact-us/) . Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

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 . While this position will be working from home, this candidate must be located within the US and be 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

Must have contact center leadership expereince

Account manager, account coordinator or project manager preferably working with IVR applications or in the contact center industry is preferred

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

Willing to travel

Excellent attendance history is required

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

Minimum of 90 Day tenure with Teleperformance

Minimum 90% of Metrics Maintained

No correction communications in the last 6 months

Less than 3.0 EAF Points

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.

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