Account Manager 🔥
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Overview:
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population. This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.
Purpose of Position:
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.
Responsibilities:
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population. This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.
Purpose of Position:
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.
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
- 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
