Contact Center Account Manager

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Oversee project management while providing leadership to the team.

• Gather specifications, requirements, and other program-specific documentation from clients.

• Create engaging copy for interactive voice response (IVR) scripts.

• Monitor and manage project scope, schedule, and costs during implementation.

• Coordinate tasks and deliverables between clients and technical teams.

• Evaluate both new and existing IVR programs for script accuracy and effective sales strategies.

• Review client reports and offer recommendations to enhance scripts and/or offers.

• Identify opportunities for application and process enhancements.

• Deliver exceptional customer service to both internal and external clients.

• Generate monthly billing documentation.

• Prepare materials for client business reviews.

• Create monthly revenue forecasts for each client.

• Carry out additional related duties and tasks as assigned by a supervisor or management.

• Ensure compliance with all policies and procedures, including those related to Security, HR, and Operations.

⛳️ Requirements

• Must be at least 18 years of age.

• Experience in contact center leadership roles.

• Background as an account manager, account coordinator, or project manager, ideally within IVR applications or the contact center sector.

• At least intermediate proficiency in Microsoft Office (i.e., Word, Excel, PowerPoint).

• Willingness to travel as needed.

• Strong attendance record is essential.

• Must successfully pass mandatory background checks, including pre-screenings, drug tests, and credit assessments.

• A minimum tenure of 90 days with Teleperformance is required.

• Maintain at least 90% of performance metrics.

• No correction communications in the past 6 months.

• Fewer than 3.0 EAF Points.

🏝️ Benefits

• Comprehensive health benefits package (including medical, vision, and dental coverage).

• Access to mental health resources and Employment Assistance Programs.

• Health and personal time off (HPT).

• Leave programs available as eligible.

• Competitive 401(K) retirement plans.

• Life insurance coverage.

• Supplemental medical insurance options.

• Critical care insurance.

• Pet insurance offerings.

• Flexible Spending Account (FSA) plans.

• Discounts at various retailers.