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 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