Account Manager - Client Services-Remote Work Accepted in Port St. Lucie, FL at Teleperformance US

Date Posted: 10/1/2020

Job Snapshot

Job Description


Responsibilities:               The  Account Manager will coordinate implementation of programs for clients primarily in the healthcare industry.  This person acts as a liaison between the client and the Teleperformance operations team and is responsible for the overall  relationship of the client.

The ideal candidate should enjoy working in a fast-paced environment where multi-tasking, time management, and attention to detail are a must.  Excellent writing, communication, presentation, analytical, problem-solving, and organizational skills are required to succeed in this position.

Daily responsibilities include:

  • Project management, including team leadership and meeting budget and timeline

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

  • Ensure contract terms are documented, responsibility delegated, communication documented, adherence and audit compliance to meet all contractual, regulatory and compliance requirements.

  • Track and manage scope, schedule, and costs for project

  • Manage tasks and deliverables from client to Teleperformance 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

  • Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques

  • Create required reports, Track and communicate to client.

  • Report and escalate to management as needed

  • Perform risk management to minimize project risks

Monthly/Quarterly responsibilities include:

  • Prepare monthly billing documentation

  • Prepare documentation for client business reviews

  • Develop monthly revenue projections for each client

  • Lead daily, weekly, monthly and quarterly client communications

  • Maintain KPIs and create remediation plans if needed

Job Requirements


  • 2 – 4 years of experience as an Account Manager/Account Coordinator/Project Manager, preferably working with IVR applications or in the contact center industry

  • 1-3 years of experience in the healthcare market

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

  • Minimum requirement of intermediate Microsoft Office skills, especially Outlook, Excel, Word, and Power Point

  • Overnight travel approximately four times per year

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