Contact Center Account Manager

Berkeley, CA, USA|Remote

Job Overview

Benefits

Health Insurance

Vision Insurance

Dental Insurance

Employment assistance program

Paid Time Off

401k plan

Life insurance

Job Description

TP is a leading global provider of digital business services, partnering with some of the world’s most renowned brands to optimize their operations through cutting-edge technology and sustainable business practices. Operating with a diverse global workforce of approximately 500,000 employees who speak over 300 languages, TP stands as a committed force for positive change both within its communities and for its clients. The company emphasizes inclusivity, diversity, and continuous career development, offering an environment that fosters ambition, high performance, and long-term success. TP also proudly supports active-duty service members, veterans, and military families, strengthening its commitment as an equal opportunity employer. With a strong focus on employee well-being, TP provides a wide array of benefits including comprehensive health plans covering medical, vision, and dental care, mental health resources like Employment Assistance Programs and personal time off, as well as financial tools such as competitive 401(k) plans and life insurance options.

The current opportunity at TP is an exciting remote position within the customer service/support category, designed to coordinate the implementation of client programs across various sectors including direct response, financial services, retail, technology, and business enterprises. This role serves as a critical liaison between clients and TP’s technical teams to ensure the smooth execution and lifecycle maintenance of client Interactive Voice Response (IVR) programs. The job is 100% work-from-home, with the requirement that the candidate is located within the United States and eligible to work without sponsorship. The position involves project management responsibilities such as leading teams, compiling client specifications, writing creative IVR scripts, managing project scope, schedule, and costs, and overseeing the delivery of client tasks to technical resources. Additionally, the role requires reviewing both new and existing IVR programs to ensure script and system alignment and optimize sales approaches, analyzing client reports to suggest script or offer enhancements, identifying process improvements, and preparing documentation for billing and business reviews. Candidates will also be responsible for monthly revenue projections and maintaining adherence to all company policies and security protocols. This role demands excellent customer service skills and a commitment to operational excellence within a fast-paced and technology-driven environment. TP’s commitment to inclusion, respect, and a supportive culture makes this role perfect for motivated individuals seeking meaningful career growth in a global digital services leader.

Job Requirements

At least 18 years old
Contact center leadership experience
Preferred experience as an account manager, account coordinator or project manager with IVR applications or in the contact center industry
Intermediate Microsoft Office skills
Willingness to travel
Excellent attendance history
Ability to pass background checks including pre-screenings, drug tests and credit check
Minimum 90 day tenure with Teleperformance
Maintain at least 90% of metrics
No correction communications in the last 6 months
Fewer than 3.0 EAF points

Job Qualifications

Must be at least 18 years old
Must have contact center leadership experience
Account manager, account coordinator or project manager preferably working with IVR applications or in the contact center industry is preferred
Intermediate Microsoft Office skills (i.e., Word, Excel, PowerPoint, etc.)
Willing to travel
Excellent attendance history is required
Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit check
Minimum of 90 day tenure with Teleperformance
Minimum 90% of metrics maintained
No correction communications in the last 6 months
Less than 3.0 EAF points

Job Duties

Project management including team leadership
Compile specifications, requirements and other program specific documentation from the client
Write creative copy for interactive voice response scripts
Track and manage scope, schedule and costs for project implementation
Manage tasks and deliverables from client to technical resources
Review both new and existing IVR programs for script to system accuracy and effective sales approach
Analyze client reports and make suggestions to optimize scripts and/or offers
Identify potential application and process improvements
Provide excellent customer service to internal and external clients
Prepare monthly billing documentation
Prepare documentation for client business reviews
Develop monthly revenue projections for each client
Perform other related duties and assignments as required and as assigned by supervisor or other management
Ensure all policies and procedures are adhered to including, but not limited to security, HR, operations, etc., and that any known infractions are communicated to the proper management immediately