Manager, Service Delivery - Windsor Ontario, Canada

TTEC • Ontario, CA

5d

About The Position

TTEC is seeking a seasoned Service Delivery Manager to join its Customer Care team in Windsor, Ontario, Canada. The role focuses on improving processes and performance to enhance bottom-line results, managing performance against TTEC objectives and metrics, and creating a positive work environment. The Service Delivery Manager oversees day-to-day operations and deliverables, ensures contractual and quality service goals are met, and works to achieve service-level and revenue targets while avoiding penalties. The position also involves managing and developing staff, coordinating communications, escalating system-level issues, and ensuring compliance with TTEC processes, tools, and system changes.

Requirements

• Strong understanding of TTEC’s business, core values, and goals.
• Ability to lead and partner successfully with teams, management, and clients.
• Ability to manage multiple complex, ongoing tasks and projects.
• High level of integrity, judgment, and follow-through.
• Strong coaching, people, and leadership skills.
• Strong attention to detail.
• Strong analytical, verbal, and written communication skills.
• Technology acumen and reporting skills.
• Call center experience.

Responsibilities

• Improve processes and performance to enhance bottom-line results.
• Manage performance against TTEC key performance objectives, indicators, metrics, and ratios.
• Ensure delivery of contractual and quality service goals, service-level targets, revenue targets, and bonus objectives while avoiding penalties.
• Manage day-to-day operations and deliverables.
• Improve key success metrics, including Customer Satisfaction Score, Service Level Goals, Quality Goals, First Call Resolution (FCR), and Revenue Per Call (RPC).
• Maintain 80% Coaching Action Plan (CAP) utilization.
• Actively manage, support, motivate, and retain an outstanding team.
• Manage communications.
• Escalate system-level issues to the appropriate systems, IT support, or vendor team.
• Ensure compliance with TTEC processes, tools, and system changes.
• Create and maintain a positive work environment.

Benefits

• Competitive compensation.
• Performance bonus opportunities.
• Benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed