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Client Services

Teleperformance Canada

This is a Full-time position in Toronto, ON posted December 29, 2017.

We are the worldwide leader in *outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.

We are seeking an individual who is experienced working in a very high demanding, fast paced environment.  Preferably experience in the Outsourcing Industry. Client relationship building is a core requirement for the success of this position.  

Summary

The Account Manager will have responsibility for managing the strategic relationship for assigned client(s) including contractual, daily operations, and change management processes. The Account Manager will coordinate all activities with clients and internal departments (including operations, IT, recruiting & training, workforce management, and quality assurance) to effectively support the production environment and to co-ordinate training, capacity planning, seating, quality programs and all technology requirements

Responsibilities (include but are not limited too)

  • Daily touch point with Operations to review key areas of focus, KPI performance and Client requests
  • Daily client communication – phone calls; daily summary/recap of the previous day, where applicable, to foster relationships
  • Attend scheduled Client calls and provide summary of calls. Coordinate and follow up until completed
  • Client CSAT: Ensure that the CSAT process is followed a minimum of once per year for proceeding six (6) months. Formulate and implement an action plan for improvement, if required
  • Provide Monthly summary of results; challenges/successes; key focus; scorecard review; clients satisfaction i.e. customer escalations; invoice errors; general complaints
  • Produce Quarterly Business Review (QBR) with final version completed one week in advance of meeting and Minutes delivered to client within 48 hours
  • Responsible for Invoicing – due to Finance by specified due date
  • Responsible for Forecast approval (set limits based on budgets) in conjunction with Workforce Management
  • Responsible to increase business in same and other lines of business with Clients
  • Responsible for overall deliverables from all departments within Teleperformance i.e. coordinate with all departments to ensure that all deliverables are met
  • Responsible for Change requests, including assessment of process and technology requirements
  • Must have a clear and thorough understanding of Contracts assigned to and able to participate in Contract discussions
  • Performs other related duties and assignments as required
  • Collect supporting data and requirements from clients as required
  • In-depth and thorough knowledge of MSA, SOW, and any other contractual documents
  • Design and create implementation procedures and appropriate monitoring to ensure efficient, profitable and effective operations
  • Serve as a liaison to convey process procedures and initiatives between the client and the company


Requirements

  • Excellent communications skills – both written and verbal to assist in ensuring prompt resolution of issues identified
  • Attention to detail
  • Initiator, Self-motivated and Self driven.
  • Must be able to perform tasks independently
  • Should be willing to work off office hours if/when need arises.
  • Advanced Excel skills required to perform analysis
  • Ability to travel when required


Education and specific Training

  • Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales).


Work experience (must have)

  • 2 years experience in a customer experience/client facing roll/ account management role
  • 3 years in Sales/Account Management (call centre industry preferred)


Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs

Skills Required

  • Education level: None
  • Work experience (years): None

Package

Salary: N/D

How to Apply

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