Manager, Service Delivery

About the role

As a Service Delivery Manager onsite in Charlotte, NC, you'll be a part of creating and delivering amazing customer experiences while also experiencing TTEC's award-winning employment culture.

Responsibilities

• Support and motivate your team 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.
• Work closely with the Director to act as a leader, encouraging and motivating your team to resolve issues, accomplish goals, and influence their career mobility.
• Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team.
• Improve key success metrics such as Customer Satisfaction Score, Service Level Goals, and 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.

Requirements

• Minimum 1 year call center or equivalent work experience.
• Engage and support your team in providing the necessary tools and systems for accomplishing day-to-day tasks.
• Mentor and inspire others with a customer-focused mindset.
• Understand, interpret, and manipulate data for reporting purposes.

Qualifications

• Knowledgeable, encouraging, supportive, and present leadership.
• Diverse and community-minded organization with career growth and learning opportunities.

Skills

• Time management and organizational skills.
• Ability to handle multiple, complex tasks and projects.
• Understanding and interpretation of data for reporting.

Benefits

TTEC is proud to offer competitive compensation, performance bonuses, and benefits, including a supportive and diverse workplace culture.

Pay

Competitive compensation package.

Schedule

Flexible schedule to accommodate your needs.