Call Center Client Account Manager

7 days ago

Dallas, Texas, United States ValorVIP Full time
Job Title: Call Center Client Account Manager

ValorVIP is seeking an experienced Call Center Client Account Manager to support complex business process outsourcing accounts. This role will oversee enterprise and public sector client relationships and service delivery.

Key Responsibilities:

  • Manage day-to-day client relationships, including strategic planning, change management, process creation and adherence, and service delivery.
  • Act as the primary point of contact for clients and the MCI operations and shared services team.
  • Develop a detailed understanding of client products and services.
  • Process design and implementation.
  • Client scorecards and business reviews.
  • Ongoing continuous improvement.
  • Issue identification and resolution.
  • Project management of new launches and initiatives.
  • Program efficiency and financial performance.

Requirements:

  • Must be 18 years of age or older.
  • High school diploma or equivalent.
  • Experience with data-entry utilizing a computer.
  • The ability to read and speak English fluently.
  • Have a wired, high-speed internet connection (Download speed of 20Mbps+).
  • Excellent organizational, written, and oral communication skills.
  • The ability to type swiftly and accurately (20+ words a minute).
  • Ability to work regularly scheduled shifts within our hours of operation including the training period.
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
  • Highly reliable with the ability to maintain regular attendance and punctuality.
  • The ability to evaluate, troubleshoot, and follow-up on customer issues.
  • An aptitude for conflict resolution, problem solving and negotiation.
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious).
  • Ability to multi-task, stay focused, and self-manage.
  • Strong team orientation and customer focus.
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
  • Excellent interpersonal skills and the ability to build relationships with your team and customers.

Preferred Qualifications:

  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
  • State or Federal work experience.

Compensation and Benefits:

ValorVIP offers competitive compensation and benefits, including paid time off, paid holidays, and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV's, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment:

All MCI Locations

Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COVID-19 Response:

ValorVIP has taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe. Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

Equal Opportunity Employer:

ValorVIP is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion. We do not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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