CALL CENTER Account Relationship Manager

CALL CENTER Account Relationship Manager

Unisys is a worldwide information technology services and solutions company. Our people combine expertise in systems integration, outsourcing, infrastructure, server technology and consulting with precision thinking and relentless execution to help clients, in more than 100 countries, quickly and efficiently achieve competitive advantage.

Day to Day Work Provide day-to-day CALL CENTER service desk/client interface functions; prepare reports, handle escalations, work closely with supervisor to assure queue is staffed and trained appropriately and all client SLAs are being met or exceeded. The Account Relationship Manager (ARM) role is to enhance customer satisfaction by ensuring effective service delivery from the CALL CENTER Service Desk and to act as an advocate for the account(s) assigned. The ARM is closely aligned to the Service Delivery Program Manager (DPM) and the needs of the client while retaining management responsibility for their respective MSC delivery team. The ARM serves as an escalation point for issues related to current services and is accountable for improvement opportunities at the Service Desk. Project Management Management of MSC Performance: -Actively participates in client status calls -Keeps track of commitments, ensures MSC performance against committed activities -Ensures continuous process improvements to support improved performance levels Team Supervisor Management -Orchestrates MSC management plan with all Team Supervisors and ensures compliance to the plan -Provides coaching and guidance to Team Supervisors and acts as point of escalation in agent performance issues. Service Integration and Escalation: -Collaborates with DPM to ensure customer satisfaction and service level attainment, while meeting financial goals. -Acts as first point-of-contact for breakdown in the problem escalation process -Provides a single point-of-contact for day-to-day Service Desk activities, including service issues and questions. -Engages in proactive service delivery activities -Participates in capacity/demand planning -Collaborates with other groups in handling and responding to client issues, account problem analysis and making requested service improvements -Updates Help Files per account based on technology and client changes Financial Management: -Responsible for CALL CENTER Service Desk account budget review, forecasting and management Account Management: -Develops plans and strategies to ensure continued success of a given account -Works cross-functionally with the client teams on demand planning -Responsible for the volume forecasting process -Participates in the development of the account(s) technology strategy -Consults at the conceptual stage to influence upcoming account(s) business requirements and technology directions as they relate to Service Desk. Complete understanding and application of industry practices, principles, theories, concepts, and standards. Develops/provides solutions to a wide range of difficult problems. Solutions are thorough, practical and consistent with organization objectives. Work is performed under general direction. May supervise lower skilled/routine workers.

We offer a fully competitive total rewards programs in a Pay for Performance environment, including opportunities for growth and development through Unisys University, an above market vacation policy, tuition reimbursement, competitive health and welfare benefits including medical, dental, life, disability, 401K (featuring immediate eligibility) and a developing array of work/life benefits.

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Unisys is an Equal Opportunity Employer. M/F/D/V.