Call Center Client Solutions Account Manager

Teleperformance; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading customer experience management company based in Kuala Lumpur is seeking a strategic manager to oversee client relations and operational results. The ideal candidate will be accountable for financial performance and ensure high client satisfaction through effective communication and proactive assessment of client needs. Responsibilities include managing escalations, developing operational strategies, and coordinating with various internal departments to enhance service delivery. This role offers the opportunity to make a significant impact on client relationships and business objectives.

Qualifications

• Strong financial and operational management skills.
• Excellent communication and interpersonal skills.
• Ability to manage client relationships effectively.

Responsibilities

• Accountable for financial and operational results at the site.
• Point of escalation between client and leadership.
• Maintain client relationships and service delivery.

Job description

Your Responsibilities

• Accountable for the financial and operational results (key metrics), as well as the development, implementation and communication of budgets, targets and business objectives for each site.
• Point of escalation between client and TP leadership.
• Maintain direct contact with assigned client on a regular basis.
• Understand and oversee documentation of all clients’ needs and deliverables to ensure a high level of service delivery.
• Understand and oversee client contract specifications on a consistent basis.
• Communicate operational results to client and executive management using standardized reports and MIS, frequent verbal updates and participation in management meetings and operational review processes.
• Develop management standards, guidelines, policies, and procedures in conjunction with client needs and organizational strategies.
• Establish current and long‑range goals and objectives while providing strategic direction for the sites and site managers reporting directly to them in conjunction with the organization through leadership and operational management.
• Manage the performance, development, and succession plan of diverse management and work force.
• Coordinate with internal resources such as operations and all other internal departments (IT, HR, Client Services, Payment Processing, Finance, etc.) to resolve client issues and complete client requests.
• Lead solution development efforts that best address client needs, while coordinating the involvement of all necessary departments and/or key stakeholders.
• Coordinate and lead all scheduled client conference calls to discuss performance, quality, status of projects, etc.
• Proactively assess, clarify, and validate client needs on an ongoing basis.
• Facilitate monthly and quarterly calls with client to review overall state of relationship.
• Coordinate and schedule quarterly site visits to client providing updates on performance, innovation, project status, etc.; maintain tracking of meeting recaps and takeaways.
• Oversee tracking on CAST of all items logged for assigned client.
• Maintain high key client satisfaction ratings that meet company standards when applicable.
• Other duties as assigned by management.
• Client Issue Escalations
• Client requests outside of contract
• Process gaps causing client or customer impact causing potential risk.
• Ensure site strategies are aligned with organization and client objectives.