Manager, Service Delivery

TTEC•Austin, TX

5d•Remote

About The Position

At TTEC, we’re all about the Human Experience. Elevated. As a Service Delivery Manager working remotely on the US you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. 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. 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. 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.

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
An active License

Responsibilities

Support and motivate your team to make sure they’re on track to meet client goals.
Answer associate questions, issues, and customer escalations while ensuring quality customer experience on every call.
Create and maintain a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
Encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.
Improve the key success metrics associated with goals (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.
Manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team.