Technical Account Manager

1 week ago


Manila, National Capital Region, Philippines RecruiterPH Full time
PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

  • Develop and maintain a strong relationship with assigned client(s) and their stakeholders
  • Oversee all technical aspects of client(s) and their projects, including technology health
  • Gain a thorough understanding of the client's IT environment and initiatives
  • Set deadlines, assign responsibilities, monitor, and summarize progress of project
  • Prepare reports for upper management regarding status of client(s) and their project(s)
  • Become familiar with and demonstrate a variety of contact center concepts, practices, technology, and procedures
  • Drive overall client satisfaction
  • Rely on experience and judgment to plan and accomplish goals Lead and direct the work of others, requiring a wide degree of creativity and latitude
  • Coordinate with the IT teams in order to provide timely delivery of projects/tasks as per client's request.
Projects may include such things as new initiatives, new locations to provide service from, new technologies, and environment upgrades

  • Hold regularly scheduled meetings for project review, open items, and task review
  • Be accessible, approachable, and responsive to client requests
  • Perform other related duties and assignments as required and as assigned by supervisor or manager
  • 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. Ensure exceptions or infractions are escalated to management appropriately
  • Participate and address production affecting outages specific to assigned client(s)
  • Evaluate client(s) projects, opportunities and offer technical solutions as well as Teleperformance solutions to fill gaps, improve performance and efficiency
  • Assist with completing and updating technical documentation
  • Assist in facilitating client(s) and internal audits of the client(s) technical requirements
  • Work during primary client(s) hours of operation
  • Occasional on-call or after-work hours may be required to serve the customer

Travel as neededRequirements:

  • Bachelor's degree or equivalent experience
  • 3-5 years of experience in the IT side of the Call Center industry
  • Demonstrated technical problem-solving proficiency
  • Excellent customer service and communication skills, both verbal and written
  • The ability to multi-task and work under stress to meet deadlines
  • Detail oriented with strong organizational skills
  • Experience with managing timelines, resources, and tasks
  • Proficiency in Microsoft Office Applications
  • Presentation skills
  • Must be able to travel
  • Must be able to work Monday through Friday primarily between the hours of 8:00am to 5:00pm (MST)
  • Must be flexible to accommodate after-hour projects and on-call work when neededHIGHLY DESIRED
  • IT Project Management background (PMP/Scrum/Agile)
  • Technical background in call center technologies including IVR/call delivery, PBX management, VoIP, SIP,networking, security, firewalling, server/data center environments, cloud hosting, domain/desktop standards, and application deployment
  • Incident Management and technical troubleshooting experience
  • Active passport

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