Account Manager with English (Gaming team)

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Angajator: TELUS International
  • Customer support - Client service
  • Management - Consultanta
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 24.09.2019
    Scurta descriere a companiei

    TELUS International focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members as well as delivery centers across North and Central America, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first.

    The company's solutions cover customer experience, digital transformation, content moderation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling all stages of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, and healthcare industries.

    The company serves clients in over 50 languages. TELUS holds a ~63% interest in TELUS International with Baring Private Equity Asia and Competence Call Center management holding the remaining ~33% and ~3%, respectively. Learn more at:”


    Ideal profile:

    - Excellent verbal and written communication skills in English
    - Background in Call Center Project Management Solutions
    - Minimum 1 year proven experience in a Contact Center Arena as Project Manager/ Team Manager
    - Experience in Gaming support projects would be considered a plus
    - Passion for video games would be considered a plus
    - Experience in managing teams; oriented to results and customer satisfaction
    - Ability to effectively manage multiple priorities
    - Ability to work both independently and as a team member in an environment with frequent high volumes of work
    - Positive and professional attitude
    - Customer-focused attitude
    - Desire to perform in-depth research paying attention to detail
    - Proactive attitude, results oriented
    - Dynamic, flexible, positive thinking
    - Good negotiation skills and ability to work directly with international clients
    - Good performance under pressure
    - Proficient with Microsoft Office
    - Available for day shift schedule



    The Account Manager will work in the Operations Department managing complex multilingual projects and will:

    - Define the parameters of the project in collaboration with partners, customers
    - Monitor permanently the achievements of the project indicators and he/she is responsible to liaise with other departments to accomplish their
    - Establish the recruitment needs for achieving the project performance indicators set
    - Come into direct contact with representatives of the projects from the customer part and establish with them the ways of action to achieve performance indicators
    - Control the work processes of the projects that he/she coordinates, establishing active measures to improve training activities and proposing plans and training where necessary consider
    - Offer suggestions for improving the activity and offers innovative ideas to the team members that coordinates
    - Propose changes in the operational projects and offer feedback to the clients based on the results after the test period
    - Send regular reports to clients
    - Follow the evolution of the supervisors and agents and take all necessary measures to improve it when necessary
    - Allocate resources and responsibilities within team to deliver business results
    - Be involved and responsible for the selection, training, professional development and assessment of the subordinates

    We offer:

    - Stable job - permanent labor contracts
    - Monthly meal tickets
    - International career - paid training and international career opportunities
    - Multilingual exposure - improve your spoken and written language skills
    - Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
    - Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
    - Private medical insurance coverage – we work with one of the best suppliers, Medlife Medical Center where you will benefit from a Professional Package
    - Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more