Account Manager

About TELUS DigitalTELUS Digital (NYSE: TIXT) 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 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, TELUS Digital 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, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support.

Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusdigital. comAbout the RoleJoin TELUS Digital Bulgaria as an Account Manager and you will play a key role in managing client relationships, driving project performance, and ensuring operational excellence. You’ll oversee KPIs, coordinate cross-functional teams, and identify opportunities to enhance client satisfaction.

This role is ideal for a results-driven professional with experience in contact center management who thrives in a dynamic, client-focused environment. Duties & Responsibilities: Be operationally focused and develop an understanding of each area of the business. Define the parameters of the project in collaboration with partners and customersPermanently monitor the achievements of the project key performance indicators and liaise with other departments to accomplish themEstablish the recruitment needs for achieving the project key performance indicators setEstablish direct contact with project representatives from the customer side and work out a plan of action with them to meet performance goals.

Control the work processes of the coordinated projects, establishing active measures to improve training and operational activities and proposing plans for improvementAdd value to the client by proposing changes in the operational projects and offer feedback to the clients based on the results after the test periodSend regular and on-demand reports to clientsFollow the evolution of the supervisors and agents and take all necessary measures to improve it when necessaryAllocate resources and responsibilities within the team to deliver business results and meet the demands of a dynamic environmentBe involved and responsible for the selection, training, professional development and assessment of the subordinatesMonitor and achieve financial and operational targets setRequirements:

Excellent verbal and written communication skills in English.

Proficiency of a second language at a level C1 will be considered an advantageBackground in Contact Center Management SolutionsAt least 2 years proven experience in a Contact Center Area on a managerial positionExperience in managing teams; oriented to results and customer satisfactionAbility to effectively manage multiple prioritiesAbility to work both independently and as a team member in an environment with frequent high volumes of workPositive, professional and customer-focused attitudeDesire to perform in-depth research paying attention to detailDynamic, flexible and proactive attitudeGood negotiation skills and ability to work directly with international clientsGood performance under pressureProficient with Microsoft OfficeBe autonomous and trustworthyIn return, we will give you:

Fully paid trainingStable job and career development opportunitiesAttractive salaryAdditional health insurance50+ benefits and services to choose fromPositive international working environmentSupport and learningEmployee referral bonuses