Call Center Client Solutions Account Manager

Teleperformance • Work From Home • United States • from $20 / hour • 3w ago

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

The Client Solutions Account Manager will oversee the execution and implementation of organizational strategies based upon company objectives and budgets. You will foster a strong relationship with the Teleperformance clients as well as internal operational leaders to deliver a strategic partnership that produces top level KPI performance. You will serve as a trusted advisor to the client and bring a constant desire to add value. A “Passion for People" is critical in this role.

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.

Responsibilities

Your Responsibilities

Accountable for the financial and operational results (key metrics), as well as the development, implementation and communication of budgets, targets and business objectives for each site.
Point of escalation between client and TP leadership.
Maintain direct contact with assigned client on a regular basis.
Understand and oversee documentation of all clients’ needs and deliverables to ensure a high level of service delivery.
Understand and oversee client contract specifications on a consistent basis.
Communicate operational results to client and executive management using standardized reports and MIS, frequent verbal updates and participation in management meetings and operational review processes.
Develop management standards, guidelines, policies, and procedures in conjunction with client needs and organizational strategies.
Establish current and long range goals and objectives while providing strategic direction for the sites and site managers reporting directly to them in conjunction with the organization through leadership and operational management.
Manage the performance, development, and succession plan of diverse management and work force.
Coordinate with internal resources such as operations and all other internal departments (IT, HR, Client Services, Payment Processing, Finance, etc.) to resolve client issues and complete client requests.
Lead solution development efforts that best address client needs, while coordinating the involvement of all necessary departments and/or key stakeholders.
Coordinate and lead all scheduled client conference calls to discuss performance, quality, status of projects, etc.
Proactively assesses, clarifies, and validates client needs on an ongoing basis.
Facilitate monthly and quarterly calls with client to review overall state of relationship.
Coordinate and schedule quarterly site visits to client providing updates on performance, innovation, project status, etc. Maintain tracking of meeting recaps and takeaways.
Oversee tracking on CAST of all items logged for assigned client.
Maintain high key client satisfaction ratings that meet company standards when applicable.
Other duties as assigned by management.
Client Issue Escalations
Client requests outside of contract
Process gaps causing client or customer impact causing potential risk.
Ensure site strategies are aligned with organization and client objectives.

Qualifications

Qualifications

College degree in related business field and/or equivalent
Healthcare experience preferred
5+ years Account Management experience preferred
Demonstrated strong ability to build relationships with clients and/or internal departments, stakeholders, etc.
Six Sigma preferred
Proficiency with MS Office products (Word, Excel, Power Point, Outlook).
Understanding of system programs that enable us to download new accounts.
Demonstrated ability to accurately report and communicate company and client results, budgets and forecasts
Demonstrates high integrity and ethical standards.
Demonstrated motivation and personal effectiveness.
Demonstrated leadership capacity.
Demonstrates excellent oral and written communication skills.
Ability to research issues as they arise and make recommendations for resolution.
Results oriented, and team player.
Ability to work autonomously and make independent decisions.
Ability to handle multiple projects and assignments; able to prioritize and meet deadlines.
Problem-solving and strategic skills to reflect area of responsibility.
Ability to identify areas for continuous improvement and make recommendations and/or implement as needed.
Capable of clear communication of corporate goals, objectives and results throughout large and diverse organization
Adaptable to change and client demands.
Decision-making and critical thinking.
Detail oriented
Organized
Strong networking and relationship building with internal key stakeholders, executives and client

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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