Job Description

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 a Senior Director of Client Solutions Will Be…
… to foster a strong relationship with the Teleperformance clients to deliver global farming opportunities and growth in market share through all the TP solutions offered. You will serve as a trusted advisor to the client and bring a constant desire to add value. A “Passion for People" is critical in this role.

You will be accountable for the financial performance of your portfolio. In this role, you will collaborate with other Executive, Global, and Site level leadership team members to develop the overarching client relationship and vision and offer targeted solutions to help improve their overall business. Qualifications:
What Will You Need to Succeed?

• 2+ years of experience as a director of operations or Client services (or equivalent) and has experience in managing senior-level stakeholders.
• 10+ years of experience in the (BPO/outsourcing) Contact Center industry
• 5+ years of experience with Travel & Hospitality clients focused on Airline, OTA, and Car rental space.
• Bachelor’s and an advanced degree, specialized training, with at least
• Individuals who haven’t worked directly in a Contact center but have managed or have interacted with contact centers will be considered.
• Understanding of GDS (Sabre, Amadeus, Galileo) is required.
• Six sigma black belt is strongly preferred.
• Program planning and implementation skills, preferably PMO certified.
• 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 hunting, and farming with a proven track record of meeting sales targets.
• Medium to high travel requirement
• Open to relocation to the USA

Responsibilities:
As a Senior Director of Client Solutions, You Will…

• Provide strategic direction and leadership oversight for client/Teleperformance relationships globally.
• Steer and manage all TP delivery regions to maintain One TP approach for the assigned client
• Drive performance and transformation-related action items across all TP delivery regions.
• Partner with Global TP account executive to execute a strategic growth plan.
• Develop and implement strategic plans to drive revenue opportunities that align with clients’ strategies. Ideates and solutions to ID new LOBs.
• Cultivates client relationships at the VP/SVP level and with all relevant client stakeholders to maximize the reputation and growth of TP business with each client account.
• Ability to understand the full scope of Teleperformance capabilities and ability to research the client landscape to uncover targeted areas of opportunity.
• Ensures retention of the client’s business, developing broad and deep relationships across the client accounts
• 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
• Strong understanding or willingness to learn Transformation in the BPO landscape and beyond. Provide strategic, transformative solutions to add value to the client’s business.
• Assume accountability for delivering transformative, value-added client solutions services in support of multiple account managers, contact center agents, technology professionals, and project managers.
• Demonstrate an awareness of the range of services Teleperformance provides and match the overall client strategy for program-level enhancement.
• 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 that account managers consistently drive operations to meet or exceed all financial and non-financial KPIs.
• Oversee and support all aspects of the implementation 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.
• 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 performance, 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.

Why Should You Be Excited to Join the Teleperformance Family?

• 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 global location.

Is There a Fine Print?
No fine print to be found here! But now that we’ve got your attention, we’ll take 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.