Call Center Client Solutions Account Manager

Category :
Client Operations

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.

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

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.

The Client Solutions Account Manager will oversee the execution and implementation of organizational strategies based upon company objectives and budgets. You will foster a strong relationship with the Teleperformance clients as well as internal operational leaders to deliver a strategic partnership that produces top level KPI performance. You will serve as a trusted advisor to the client and bring a constant desire to add value.

A “Passion for People” is critical in this role.

This position is 100% work le 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.

• Accountable for the financial and operational results (key metrics), as well as the development, implementation and communication of budgets, targets and business objectives for each site.
• Point of escalation between client and TP leadership.
• Maintain direct contact with assigned client on a regular basis.
• Understand and oversee documentation of all clients’ needs and deliverables to ensure a high level of service delivery.
• Understand and oversee client contract specifications on a consistent basis.
• Communicate operational results to client and executive management using standardized reports and MIS, frequent verbal updates and participation in management meetings and operational review processes.
• Develop management standards, guidelines, policies, and procedures in conjunction with client needs and organizational strategies.
• Establish current and long‑range goals and objectives while providing strategic direction for the sites and site managers reporting directly to them in conjunction with the organization through leadership and operational management.
• Manage the performance, development, and succession plan of diverse management and workforce.
• Coordinate with internal resources such as operations and all other internal departments (IT, HR, Client Services, Payment Processing, Finance, etc.) to resolve client issues and complete client requests.
• Lead solution development efforts that best address client needs, while coordinating the involvement of all necessary departments and/or key stakeholders.
• Coordinate and lead all scheduled client conference calls to discuss performance, quality, status of projects, etc.
• Proactively assess, clarify, and validate client needs on an ongoing basis.
• Facilitate monthly and quarterly calls with client to review overall state of relationship.
• Coordinate and schedule quarterly site visits to client, providing updates on performance, innovation, project status, etc.; maintain tracking of meeting recaps and takeaways.
• Oversee tracking on CAST of all items logged for assigned client.
• Maintain high key client satisfaction ratings that meet company standards when applicable.
• Other duties as assigned by management.
• Client Issue Escalations.
• Client requests outside of contract.
• Process gaps causing client or customer impact causing potential risk.
• Ensure site strategies are aligned with organization and client objectives.

• College degree in related business field and/or equivalent.
• Healthcare experience preferred.
• 5+ years Account Management experience preferred.
• Demonstrated strong ability to build relationships with clients and/or internal departments, stakeholders, etc.
• Six Sigma preferred.
• Proficiency with MS Office products (Word, Excel, Power Point, Outlook).
• Understanding of system programs that enable us to download new accounts.
• Demonstrated ability to accurately report and communicate company and client results, budgets and forecasts.
• Demonstrates high integrity and ethical standards.
• Demonstrated motivation and personal effectiveness.
• Demonstrated leadership capacity.
• Demonstrates excellent oral and written communication skills.
• Ability to research issues as they arise