Manager, Service Delivery

TTEC•Charlotte, NC

8h•Onsite

About The Position

At TTEC, we’re all about the Human Experience. Elevated. As a Service Delivery Manager onsite 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. 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.

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