Director of IT Client Proximity
Company: Teleperformance USA
Location: Lansing
Posted on: January 27, 2023
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Job Description:
Overview:The Director, IT Client Proximity will report directly
to the EVP of IT. The scope will be to support Teleperformance USA,
Canada and Philippines regions. Key responsibilities are for Client
Satisfaction, Customer Success and Employee Satisfaction. This
candidate will lead a team of Technical Account Managers [TAM], IT
Engagement Specialists and Front-Line Managers who are supporting
Teleperformance''s largest and more complex clients. This leader
will be responsible for the execution of complex strategies that
have broad impacts on business growth, client''s business outcomes,
and growth of the client accounts. The Director role is a working
manager position providing leadership and direction with SME
support for several Products and Services. The Director is an
efficient problems solver, strong mediator, effective relationship
builder, who rewards achievements and continues to develop the
team. A quest for learning and desire for continued improvements is
needed to drive transformative thinking within team. This candidate
will drive long-term/short-term projects and business development
activities that support all aspects of Teleperformance''s IT
support infrastructure. The ideal person for this role should be
comfortable working on several activities simultaneously, be a
proven self-starter, and be able to determine and set the direction
for success. The individual must maintain a high level of
coordination and partner with cross functional business leaders and
professional staff for all business lines such as, Operations,
Client Services, Training & Quality, Work Force Management,
Business development, Executive team and more to support the
Teleperformance ClientsResponsibilities:Lead a team of 27+
professionals in different roles such as TAM, IT Engagement
Specialists and Front-Line Managers.Help customers achieve their
business goals and outcomes by providing timely, proactive
recommendations and solution advisory support that will benefit
customers successProvide leadership and management for this team of
individual contributors, ensuring customer focus and
performance-based cultureDevelop relationships with key business
and IT partners and become an advocate on customer''s business
needs by understanding their top priorities.Work with IT Leadership
to understand department strategies, successfully translate broad
strategies into specific objectives and action plans for the
continued high performance of the team/departmentFind solutions
with flexible/creative thinking and ability to define business
trade-offsWork successfully under pressure and make complex
decisions involving large portions of major programs or
initiativesGain Trusted Advisor status with both key business and
technical decision-makersUnderstand customer needs, business
requirements, and priorities to help the team develop solutions and
recommendations based on business needsReinforce multiple project
delivery with on-time execution and accuracy for program
launchesEnsure team develops process improvement opportunities and
methodologies that ensures successful workStrengthen best practice
sharing with team, business partners and clientsProvide day-to-day
support to clients including responses to customer inquiries,
configuration problems, ensuring customer expectations are terpret
and analyze team data to identify patterns and trends resulting in
management insightsIndependent decision making with a focus on
client and team collaboration required daily which includes
delivering recommendations to all levels of stakeholdersMake data
driven business decisions, setting direction, and managing both
short and long-term goals in a multi-team environmentFacilitate
Technical Health Reviews and provide relevant technical
recommendations on solutions and enhancements specifics to
customers'' business needsLead efforts to ensure the team is
utilizing and continuously developing their skills to the fullest
and ensure the client is extracting the most value from the TAM
teamQualifications:Leader, who can communicate Cloud features and
lead customer transformationCalm, organized, positive demeanor, and
ability to coordinate response to incident
resolutionResults-driven, tenacious and ability to succeed in a
fast-paced environmentAbility to learn quickly and adapt to
change
Keywords: Teleperformance USA, Lansing , Director of IT Client Proximity, Executive , Lansing, Michigan
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