Director of Client Services l Remote at Teleperformance in Jackson, MS
Overview DOING BUSINESS WITH PEOPLE, FOR PEOPLE. Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population. This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success. Your Impact Oversee multiple account managers' daily analysis, business planning, client support and communications internally and externally. Be accessible to client vendor management teams for planning, management and escalation purposes. Responsibilities Oversee multiple account managers' daily analysis, business planning, client support and communications internally and externally. Be accessible to client vendor management teams for planning, management and escalation purposes Ensure account management teams are monitoring and calibrating customer service quality, and recommending product and process improvement ideas to clients Create and environment which delivers world class service to clients; ensure account managers are driving operations to consistently meet or exceed all financial and non-financial KPIs Implement and conduct internal weekly, monthly and quarterly business reviews to ensure world class service to our clients Develop the required reporting tools as needed to ensure in-depth business analysis is routinely performed Participate in client business reviews as scheduled. Assume accountability for the delivery of value-added account management services in support of multiple account managers, contact center agents, technology professionals, and project managers Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale Oversee all aspects of implementation of new clients as needed Ensure management, compliance and reporting for all contact center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc. Oversee division-wide human resources recruiting, training, development and retention Participate as a value-adding member for the Teleperformance USA management team Through demonstrated individual performance; promote the highest standards of ethical and professional conduct Develop and manage the operating budgets Perform other related duties and assignments as required Thrive as a team player in a fast-paced, high-energy, change-oriented environment Ensure all Teleperformance policies and procedures are adhered to, including but not limited to:
Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately Qualifications What We're Looking for Five-Seven years of contact center management experience Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements Bachelor's degree or Equivalent work experience required. Experience with strategic initiative development and implementation, including a progressively developing operating philosophy and approach. Experience supporting multiple disciplines in a consultative fashion. Strong analytical skills and ability to drive change and manage long-term projects This position will require limited travel Experience managing multiple client programs with varying service objectives, agent skill requirements and technical solutions Experience managing operations with greater than 1,000 staff Excellent oral and written communication skills Must maintain a positive and professional attitude Experience supporting operations with greater than 1,000 staff Excellent oral and written communication skills, as well as outstanding interpersonal skills Technical aptitude Solid financials skills Being One of Our People It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated to and proud to be on our team. That's why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always. eleperformance is an Equal Opportunity Employer!
Salary Range:
$150K -- $200K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately Qualifications What We're Looking for Five-Seven years of contact center management experience Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements Bachelor's degree or Equivalent work experience required. Experience with strategic initiative development and implementation, including a progressively developing operating philosophy and approach. Experience supporting multiple disciplines in a consultative fashion. Strong analytical skills and ability to drive change and manage long-term projects This position will require limited travel Experience managing multiple client programs with varying service objectives, agent skill requirements and technical solutions Experience managing operations with greater than 1,000 staff Excellent oral and written communication skills Must maintain a positive and professional attitude Experience supporting operations with greater than 1,000 staff Excellent oral and written communication skills, as well as outstanding interpersonal skills Technical aptitude Solid financials skills Being One of Our People It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated to and proud to be on our team. That's why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always. eleperformance is an Equal Opportunity Employer!
Salary Range:
$150K -- $200K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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