Contact Center Account Manager - Work From Home

Contact Center Account Manager - Work From Home

Category: Client Operations

About TP

TP is a global provider of digital business services. We offer cutting-edge, digitally enabled business solutions to assist leading brands in optimizing their operations sustainably and meaningfully.

With over 500,000 dedicated individuals conversing in more than 300 languages, our expansive reach and local presence enable us to make positive impacts on communities, clients, and the environment.

Benefits of Working with TP

• Paid training
• Competitive wages
• Comprehensive benefits (medical, dental, vision, 401k, and more)
• Paid time off
• Employee wellness and engagement programs

TP and You

Utilizing a balanced approach that combines technology with personal interaction, alongside industry and geographic insights, we simplify, accelerate, and secure lives. We assist companies in swiftly adapting to evolving demands, committed to delivering excellence. You will play a vital role in achieving this.

Purpose

Facilitate program implementations for clients in sectors like direct response, financial services, retail, technology, and business enterprises. Serve as the intermediary between clients and the TP technical team, managing client IVR program implementation and ongoing maintenance.

This position is fully remote. Candidates must reside and be authorized to work in the US without sponsorship.

Your Responsibilities

• Project management, including leading teams
• Collect specifications, requirements, and related program documents from clients
• Craft creative content for interactive voice response scripts
• Handle scope, schedule, and cost tracking for project implementation
• Coordinate tasks and deliverables between clients and technical teams
• Review new and existing IVR programs for system accuracy and sales effectiveness
• Examine and suggest optimizations for client reports, scripts, and offers
• Identify opportunities for application and process improvements
• Offer excellent customer service to internal and external clients
• Prepare monthly billing documentation
• Create documentation for client business reviews
• Project monthly revenue for each client
• Conduct related duties as needed and as instructed by supervisors or management
• Ensure compliance with all policies and procedures, including reporting infractions to management promptly

Qualifications

• Minimum age of 18 years
• Bachelor's degree or equivalent experience as an Account Manager in the contact center industry
• 2 to 4 years of experience as an account manager, coordinator, or project manager, ideally with IVR applications or within the contact center sector
• Intermediate Microsoft Office skills (Word, Excel, PowerPoint, etc.)
• Approximately four trips per year for overnight travel
• Strong attendance history is mandatory
• Must pass required background checks, which may include pre-screenings, drug tests, and 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

We strive to create an environment where our employees feel valued, inspired, and supported, allowing them to bring their best selves to work daily. We believe that when employees are content and healthy, they are more productive, innovative, and engaged. Our workplace promotes happiness and a balanced work-life dynamic.

We also believe in being surrounded by positive, supportive, and challenging individuals. We are committed to fostering a culture of inclusion and diversity, ensuring everyone feels welcome and valued.

TP is an Equal Opportunity Employer