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Teleperformance USA Account CEO - Telecommunications in Helena, Montana

Overview:

Where We Celebrate You

At Teleperformance, we believe in the power of inspiration. We believe in the strength of innovation. And most importantly, we believe in the heart of the people.

We're looking for bright minds, creative influencers, and status-quo challengers that need a platform for their ideas to shine. A forum where they can speak their truth. Where they can be authentic. Where integrity is part of the organization's DNA. Where there's a safe space for them to be heard. Where ideas can transcend all boundaries. Where they are respected, beyond labels.

You've got the skills and motivation. We've got the tools, the technology, and the development programs. We will design the right career path and support your professional growth right from the start. We will encourage you to display your individuality. We will guide you to achieve the right work-life balance. We will foster the power of communication and motivate teamwork. We will embrace collaboration efforts with other bright minds to deliver the best outside-the-box ideas.

Together, we create the right combination that tackles any customer service industry challenge. Together, we will build the best digital business integration solutions for the world's biggest brands.

Welcome to Teleperformance, where we celebrate you.

Your Footprint as an Account CEO Will Be...

... to have direct responsibility for owning and fostering a solid relationship with their assigned client to deliver consistent performance results, farming opportunities, and growth in market share through all the TP solutions offered. "A Passion for People" is critical.

In addition, the Account CEO is accountable for the financial performance of their portfolio. As a senior leader, you will collaborate with other members of the Executive, Global, and Site level leadership teams to develop the overarching client relationship and vision and offer targeted solutions to help improve their overall business.

Your experience in the Telecommunications industry will be valuable for this position.

Qualifications:

What Will You Need to Succeed?

  • 15+ years of the BPO industry and Solutions / BD experience

  • Operations experience running premium accounts

  • Good understanding of CX-related digital technologies

  • Good English communication skills, with an ability to hold CXO level discussions

  • Experience in a Call Center Operations Environment or Project Management Team

  • Experience in budget forecasting and management, including P&L responsibility

  • Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements

  • Proven success with client-facing interactions related to planning, business reviews, and business development.

  • Industry Vertical experience preferred in management of operational functions and extensive account management while interfacing with complex client organizations

  • Extensive expertise in building and managing long-term relationships with business partners and clients.

  • Consultative sales background, in hunting and farming with a proven track record to meet sales targets.

  • Extensive background in project management and project implementation.

  • Strong leadership ability to direct a team of multiple disciplines, organizations/support functions, and upper management members.

  • Proven ability to manage client relationships.

  • Demonstrated a strong track record in driving continuous improvement.

  • Strong financial management skills (i.e., P&L, pricing negotiation)

  • Demonstrated ability to negotiate win-win agreements.

  • Client-facing and executive presentation skills.

  • Excellent, proven interpersonal and communication skills.

  • Ability to manage multiple tasks simultaneously.

  • Successful track record in peer collaboration.

  • Excellent ability to understand client business drivers and objectives.

  • Demonstrated decisiveness and leadership.

  • Medium to high travel requirement

  • Highest standards of ethical behavior.

Responsibilities:

As an Account CEO, You Will...

  • Provide strategic direction and executive leadership over client/Teleperformance relationship

  • Cultivates client relationships at VP/SVP/CXO level and with all relevant client stakeholders to maximize the reputation and growth of TP business with each client account

  • Ensures retention of the client's business, developing broad and deep relationships across the client accounts

  • Develop and implement strategic plans to drive revenue opportunities that align with clients' strategy

  • Provide strategic, transformative solutions to add value back to the clients and their business.

  • Lead process-improvement initiatives that deliver financial targets.

  • Ensure account management teams monitor and calibrate customer service quality and recommend product and process improvement ideas to clients.

  • Create an environment that delivers excellent service to clients; ensure account managers are driving operations to meet or exceed all financial and non-financial KPIs consistently

  • Attend internal weekly, monthly, and quarterly business reviews, building a cohesive client relationship.

  • Act as an escalation point for client issues that normal channels have not resolved

  • Assume accountability for delivering transformative, value-added client solutions services in support of multiple account managers, contact center agents, technology professionals, and project managers.

  • Oversee and support all aspects of implementation n of new clients as needed, ensuring management, compliance, and reporting for all contact center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.

  • Demonstrate an awareness of the range of services Teleperformance provides and match them to the overall client strategy for program-level enhancement.

  • Facilitate client visits, audits, and tours while demonstrating knowledge and awareness of the Teleperformance business and the ability to present this to suit client needs

The Leadership Competencies for Exceptional Potential Are...

  • Smart and Decisive with Data: The ability to identify patterns across situations that are not related and to identify fundamental or underlying issues in complex problems using data.

  • Transformational Leader - Empathy, E.I. & Resilience: Awareness and understanding of your strengths, limitations, values, how you best perform, and your ability to manage feelings, thoughts, and behaviors - leading to successful interactions and relationships.

  • Agile Mindset: Promote the culture of continuous feedback and improvement, allowing teams to react quickly to change, preventing issues by progress speed optimization, and enabling teams to re-route as necessary, based on the dynamic BPO cadence.

  • Adaptability: The ability to effectively adapt to various situations, individuals, or groups, understand and appreciate different and opposing perspectives, adapting the approach as the requirements change.

  • Global Thinker: The ability to develop a broad, big-picture view of Teleperformance and its mission, considering threats, trends, opportunities, and stakeholder focus, links long-range vision to daily work.

  • Innovative and Creative: The ability to imagine something new and realize it.

  • Purposeful and Impactful: Constantly aware of the reason for doing, the significance of what you are doing, and the effect it will have.

  • A True Partner: The ultimate collaborator seeking to add value in every interaction, sensing joint accountability in all business scenarios

  • Authentic and Connected Leader: The ability to understand other people, hearing and understanding expressed thoughts, feelings, and concerns of others, fostering a psychologically safe environment that will encourage professional and personal growth, leading to the development of future talent.

  • Infinite Learner: Forever curious to pursue learning opportunities provided, discovers their own, and constantly learns on the job.

  • Digitally Smart: Adapt rapidly to new technology when needed, including integrating and accepting new system tools, applications, and methods-employing technology to optimize organizational and individual performance.

You Should Be Excited to Join the TP Family Because...

  • We encourage you to live well. To establish the right work-life balance.

  • We want you to focus on your future with our financial benefits plans.

  • We want you to keep learning, with excellent leadership development options for everyone.

  • We encourage you to be creative and to provide outside-the-box solutions.

  • We care about our citizens of the world with our great give-back programs.

  • We work hard to cultivate a supportive and welcoming workplace for everyone.

  • We encourage a full range of diverse and talented candidates to apply for our positions.

  • We are committed to building an inclusive workplace with our DE&I programs.

  • Our Cloud Campuses open their doors for you to lead from any location on the globe.

Is There a Fine Print?

No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

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