Manager, Service Delivery
About The Position
At TTEC, we’re all about the Human Experience. Elevated. As a Service Delivery Manager working in Charlotte, NC you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. What You’ll be Doing Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you’ll support and motivate your team to make sure they’re on track to meet client goals. You’ll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You’re an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done. You’ll report to the Director Service Delivery We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.
Requirements
- Minimum 1 year call center or equivalent work experience
- Continuously promote a performance-driven culture and always work towards reaching for amazing
- Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
- Consistently mentor and inspire others
- Customer focused mindset
- Understanding, interpreting, and manipulating data for reporting
Responsibilities
- Improve the key success metrics associated with goals. These include:
- Customer Satisfaction Score
- Service Level Goals
- Quality Goals
- Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
- Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
Benefits
- Knowledgeable, encouraging, supporting and present leadership
- Diverse and community minded organization
- Career-growth and lots of learning opportunities for aspiring minds
- And yes... all the competitive compensation, performance bonus opportunities, and benefits you'd expect and maybe a few that would pleasantly surprise you
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
