Manager, Service Delivery

About the role

TTEC is a leading global consulting, technology, and managed services company focused on delivering solutions at the intersection of data, AI, and customer experience. This position is available to work onsite in Oklahoma City, OK.

Responsibilities

• Support and motivate managers to meet goals and motivate their teams.
• Work to find answers, resolve issues, provide feedback, and know when to escalate to the next level of support while ensuring quality customer experience on every call.
• Create and maintain a positive work environment.
• Report to the Director and act as a leader, encouraging and motivating your team to resolve issues, accomplish goals, and influence their career mobility.
• Improve key success metrics associated with goals, including Customer Satisfaction Score, Service Level Goals, and Quality Goals.
• Mentor managers 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.
• Support managers on their multiple, complex, ongoing tasks and projects.

Requirements

• 3 years or more of call center experience or customer service industry experience.
• Bachelor’s Degree or equivalent.
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks.
• Lead by example and collaborate with your team, management, and clients to contribute to the overall success of your client program.
• Understand, interpret, and manipulate data for reporting.

Qualifications

• Experience in investment or financial services.

Skills

• Time management and organizational skills.

Benefits

• Paid time off (PTO).
• Wellness and healthcare benefits.
• Performance bonus opportunities.
• Tuition reimbursement.

Pay

The anticipated range for this position is $70,000 - $75,000 annually, with offers varying based on geographic location, work experience, education, and skill levels.

Schedule

Full-time position.