Call Center Technical Account Manager - BPO/PMP/ Scrum/Agile

Gratitude Inc

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18 hours ago

3-5 Year(s)

₱ 150 - ₱ 160K p.m

Manila
(Base Location for WFH)

Job Description

Key Skills

Information technology Project management BPO industry PMP Scrum Technical Account Manager

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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 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 needed

Requirements:

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 needed

HIGHLY 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

Role

Manager-Technical

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from Home

Process

Voice

Functional Area

ITES / BPO / Customer Service

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