Call Center Account Executive - Virgin America Airlines

Telvista is now a supplier of contact center services to Virgin America Airlines, and we are looking for a Client Care Executive (Account Executive) to manage this important relationship.

Help us get this new operation up and running so we can create value for this client, establishing and growing the business. Successful candidates will have airline management experience, including call center management or BPO/vendor management of related services. Experience with Sabre is strongly preferred.

Telvista, Inc. provides contact center solutions to Fortune 1000 clients. Telvista's high quality, cost efficient, near shore and on shore centers provide a competitive advantage for clients with both English and Spanish speaking customers. With contact centers strategically located through the US and Mexico, Telvista's superior technologies and quality personnel deliver a range of customer contact center options, including product support and help desk solutions, customer service support, and sales programs. For more information about Telvista, please visit www.telvista.com

For fastest consideration, apply online at https://telvista.silkroad.com/epostings/ .

Job Summary: Responsible for program and relationship management of assigned clients, focused on ensuring achievement of overall strategic and financial objectives and growing existing client programs in domestic and international locations. Performs the following duties personally or through subordinates.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

-Develops and implements strategies and tactical plans to be delivered by the Client Care Team for assigned Clients.

-Establishes and maintains relationships with assigned client(s) at multiple levels of the organization to understand and manage expectations of the overall program objectives and requirements.

-Provides value add program support for assigned client(s) based on thorough understanding of client business needs and objectives, contact center outsourcing industry knowledge and Company's offerings and objectives.

-Effectively negotiate contracts to the benefit of the company. Negotiate win-win agreements, including resolving obstacles that hinder achievement of objectives.

-Accountable for P&L, revenue growth and operational performance of assigned client(s), effectively monitoring, analyzing and driving program performance, processes, financial objectives and strategic outcomes.

-Accountable for the invoicing process for assigned clients, in conjunction with the Finance department.

-Serves as a primary or secondary point of escalation for issues and expedites the resolution of problems/complaints. Properly raises client concerns internally and in a timely manner along with mitigation plans.

-Provides guidelines and oversees management of client service managers.

-Provides leadership for cross-functional account teams for assigned clients, including operations and support teams.

-Understands, documents, and communicates to internal organizations program objectives to provide effective support and achieve goals.

-Analyzes trends in client satisfaction to determine support or action needed to adjust unfavorable trends. Analyzes reports, trends and projections regarding workforce and provides direction to ensure contractual commitments are met.

-Represents management in client meetings.

-Produce leading results in domestic and international locations through a distributed team.

-Supervisory Responsibilities: Manages 1-4 Client Service Managers. Is responsible for the overall direction, coordination, and evaluation of these employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

For fastest consideration, apply online at https://telvista.silkroad.com/epostings/ .

Qualifications The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.

Education and/or Experience: Bachelor's degree or equivalent; or four to eight years related experience and/or training; or equivalent combination of education and experience. Contact center experience in an outsourcing environment strongly preferred. Analytical and financial management skills, with prior P&L management experience preferred. Experience negotiating pricing and contract terms preferred. Travel industry experience required.

Computer Skills: To perform this job successfully, an individual should have a working knowledge of spreadsheets, word processing, and presentations. Knowledge of Contact Management systems preferred. Knowledge of travel industry technology a must-have, with strong working knowledge of Sabre a clear advantage.

Travel: May be required for this position as business needs dictate.

Language Skills: Excellent English written and oral communication skills. Ability to communicate effectively and lead client presentations as well as one-on-one interactions. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. In some instances, bilingual (Spanish/English) skills may be preferred.

Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference, and ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. Ability to apply concepts of basic algebra.

Reasoning Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to formulate strategies and create new processes to support strategic offerings. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.