Contact Center / BPO Account Manager

Overview

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 

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. 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 

Project management including team leadership

Compile specifications,requirementsand other program specific documentation from the client   

Write creative copy for interactive voice response scripts  

Track and manage scope,scheduleand 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 tooptimizescripts and/or offers   

Identifypotential 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 asrequiredand 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 managementimmediately

Qualifications

Qualifications 

Must be at least 18 years old   

Bachelor’s 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  

Minimumrequirement of intermediate Microsoft Office skills (i.e., Word, Excel, Power Point, etc.)   

Overnight travel approximately four times per year  

Excellent attendance history isrequired  

Must pass mandatory background checks which may include pre-screenings, illegal drugtestsand credit checks 

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