Apply on Employer Site

TP · 1 month ago

Contact Center Account Manager

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

TP is a global, digital business services company that helps the world’s best brands streamline their business. The Contact Center Account Manager will coordinate the implementation of programs for clients, acting as a liaison between the client and the technical team, while managing project scope, schedule, and deliverables.

CRMCustomer ServiceOutsourcingTechnical Support

Growth Opportunities

No H1B

Responsibilities

Project management including team leadership

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

Write creative copy for interactive voice response scripts

Track and manage scope, schedule and 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 to optimize scripts and/or offers

Identify potential 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 as required and 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 management immediately

Qualification

Account ManagementIVR ApplicationsProject ManagementMicrosoft OfficeProcess ExcellenceSolution OrientationEntrepreneurshipAI ProficiencyData LiteracyCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical Thinking

Required

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

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

Overnight travel approximately four times per year

Excellent attendance history is required

Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit check

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship