IT Account Manager - Chennai,Jaipur
- Teleperformance
- 5 - 9 years
- Chennai
- 10 months ago
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Job Description
Roles and Responsibilities
- Develop and maintain a strong relationship with assigned client(s).
Drives C-SAT, E-SAT & K-SAT, IT SLA performance and other key metrics for clients
- Oversee all technical aspects of client(s) and their projects, including technology health.
- Gain a thorough understanding of the clients 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 clients request. Projects may include such things as new initiatives, new locations to provide service from, new technologies, and environment upgrades.
- Hold regularly MBRs/QBRs meetings for IT Performance 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 and offer technical solutions to fill gaps and improve performance.
- 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.
- On-call or after-work hours may be required to serve the customer.
- Travel as needed.
Desired Candidate Profile
- Bachelors degree or equivalent experience
- 6 -8 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 flexible to accommodate after-hour projects and on-call work when needed
HIGHLY DESIRED
- ITIL Certified (Foundation/intermediate) OR Project Management background (PMP/Prince 2)
- 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
Job Classification
Industry: IT Services & ConsultingFunctional Area:
Role Category: Other
Role: Other
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: Teleperformance Global Services Pvt LtdLocation(s): Chennai
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Keyskills: microsoft office applications presentation skills problem solving account management
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Motivated by challenges and delivering exceptional outsourcing services for over 20 years, Teleperformance in India is a leading provider of Digital Integrated Business Services. We offer omnichannel Customer Experience Management, Back-Office Services and Transformation Solutions to leading glo...
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