Technical Program Manager - BPO

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS:

- Direct supervision of 15-20 Technical Program Managers with oversight over 30-40 clients.

- Manage the success of the overall client delivery model and strategy.

- Drive overall client satisfaction.

- Responsibility to deliver KPIs and OKRs per client and Teleperformance requirements.

- Assist the TPMs with their day-to-day concerns and questions in terms of performing their job. Provide advice and guidance on questions or issues.

- Be the point person for escalations from clients and our internal business teams for issues that requires attention and traction from a higher post. Consult with IT Management and Executives as needed to provide responsiveness to client concerns.

- Staffing management including hiring, headcount ratios, coaching, account assignment and employee development

- Act as POC for the TPM program between IT, Ops, and CS.

- Helps draft IT related communication needed to support the TPM team.

- Assist in the creation of documentation standards and templates with the TPM leadership team.

- Attend and represent the TPM team and TPM supported clients when needed. This would be both on Teleperformance premise, remote/virtual, and at customer location.

- Develop and maintain a strong relationship with client base.

- Process and program improvement.

- Schedule team meetings and 1:1s with TPMs as needed to support proactive management.          

- Prepare reports for upper management regarding status of client(s) and their project(s).

- Rely on experience and judgment to plan and accomplish goals.

- Lead and direct the work of others, requiring a wide degree of creativity and latitude.

- Be accessible, approachable, and responsive to client and internal business partner requests.

- Perform other related duties and assignments as required and as assigned by supervisor or manager.

- Thrive as a team player in a fast-paced, high-energy, change-oriented environment.

- Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc.

- Travel as needed.