Business Service Liaison-Telesales in Richmond, VA at Teleperformance US

Date Posted: 5/20/2020

Job Snapshot

Job Description

Job Responsibilities:

Responsibilities include, but are not limited to:

Act as the site-level systems and ID contact between Vendor and Client

Provide system and ID support and readiness.

Administer site hard tokens for multi-factor authentication to the Client network

Provide troubleshooting assistance to Agents/Representatives.

Coordinate Agent/Representative ID tracking and issuance.

Communicate new, termed and changes in Agent/Representative status to Client.

Manage system issue tracking, escalation and resolution support.

Coordinate all access, change, and term requests for those working on the Client project.

Review any changes or terminations that will be submitted to Client if the Vendor has a centralized staff administration or ID function.

Validate sales hierarchy regularly, reconciling in systems and escalating when necessary.

Notify Agents/Representatives and appropriate trainer of all system access identifications and long-ins as they become available.

Ensure class identification numbers submitted to Client Lifecycle Management are consistently tracked, and communicated to the site Training Coordinator.

Provide Ad-Hoc reporting support for the site and leadership from Client provided self-service sources (SMRT Agent On-Boarding, SMRT Calls, etc.)

Other operations analyst support and reporting activities needed and requested by the site Operations Manager

Job Requirements

Skill Set:

● IT service and support management.

● Contact Center process and support knowledge.

● High degree of customer service skills.

● High degree of communication and project management skills.

● Sense of urgency and ability to influence and negotiate.

● Ability to quickly analyze issues and determine a root cause.

● Ability to handle multiple issues and prioritize appropriately

Competencies:

● Preferred background in contact center operations.

● Intermediate to Advanced understanding of Microsoft Windows, Microsoft Office (high Excel utilization), user settings/preferences, and other common productivity tools

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