Client Service Manager

Job Description

PURPOSE OF POSITION Coordinate implementation of programs for clients in the direct response, financial services, retail, technology, and business enterprise industries. Acts as liaison between the client and the TP technical team and responsible for implementation and lifecycle maintenance of client IVR programs. PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS 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 QUALIFICATIONS Must be at least 18 years old Bachelors degree or significant equivalent experience as an Account Manager in the contact center industry 2 to 4 years of experience as an account manager, account coordinator or project manager preferably working with IVR applications or in the contact center industry Minimum requirement of intermediate Microsoft Office skills (i.e., Word, Excel, Power Point, etc.) Overnight travel approximately four times per year Excellent attendance history is required Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks Candidates with relevant experience can share to my mail ID kalaivaani.kalaivaani@teleperformancedibs.com