Account Manager - Client Services in Tallahassee, FL at Teleperformance US

Date Posted: 10/5/2020

Job Snapshot

Job Description

Responsibilities:               The Account Manager will coordinate implementation of programs for clients primarily in the Insurance and Banking/Finance industries.  This person acts as a liaison between the client and the Teleperformance operations team and is responsible for the 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.  Call Center experience is a requirement.  Excellent writing, communication, presentation, analytical, problem-solving, and organizational skills are required to succeed in this position.

·       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

·       3-5 years Call Center experience – mandatory

·       Insurance and/or Banking experience preferred

·       Remote position

Job Requirements


·       2 – 4 years of experience as an Account Manager  

·       3-5 years in the contact center industry a requirement

·       Insurance and/or Banking preferred

·       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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