On-Site Escalations & Loyalty Team Lead

Mphasis; San Antonio (TX); In loco; USD 60.000 - 110.000; Tempo pieno

Vantaggi offerti da questo lavoro

401(k)

Health insurance

Paid time off

Vision insurance

Descrizione del lavoro

Mphasis in San Antonio, TX seeks an Account Supervisor to oversee the Outreach and Loyalty teams, supporting account managers within client teams. You will collaborate with Marketing Sciences, Sales, Contract Management and other stakeholders to analyze high-risk customers, reduce churn, and safeguard revenue through strategic engagement.

This is a brand-new program; flexibility is essential. You will supervise, mentor, and coach team members, track performance, resolve issues, document

Competenze

• White Glove Customer Service: 1-2 years.
• Team Lead Experience: 3+ years.
• Project Management: 2+ years.
• Data Analytics: 2+ years.
• Experience with CRM systems such as Salesforce or Workflow Manager (WFM).
• Experience in Loyalty/Retention programs.

Mansioni

• Serve as a liaison between the account management support team, account managers, and other departments (e.g., Sales, IT, Operations).
• Assist account managers with client onboarding, account maintenance, and issue resolution, including technical or account assistance.
• Handle escalated client issues and ensure timely, effective communication with clients.
• Collaborate with the team to provide solutions to challenges.
• Document customer interactions thoroughly using CRM tools for alignment and visibility.
• Ensure knowledge of telemarketing laws and onboarding processes for new hires.
• Supervise, mentor, and coach account management specialists; assign tasks and run regular team meetings.

Conoscenze

Communication

Team leadership

Analytical thinking

Problem solving

Adaptability

Strumenti

Salesforce

Workflow Manager (WFM)

Microsoft Office

Descrizione del lavoro

Mphasis in San Antonio, TX seeks an Account Supervisor to oversee the Outreach and Loyalty teams, supporting account managers within client teams. You will collaborate with Marketing Sciences, Sales, Contract Management and other stakeholders to analyze high-risk customers, reduce churn, and safeguard revenue through strategic engagement.

This is a brand-new program; flexibility is essential. You will supervise, mentor, and coach team members, track performance, resolve issues, document