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Contact Center Account Manager
Contact Center Account ManagerTeleperformance USA • Newark, NJ, United States
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Contact Center Account Manager

Contact Center Account Manager

Teleperformance USA • Newark, NJ, United States
[job_card.1_day_ago]
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  • [job_card.full_time]
[job_card.job_description]

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 worlds 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
  • Bachelors 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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