Manager, Service Delivery
TTEC · Austin, TX · Yesterday
Human ResourcesFull-time
About the role
As a Service Delivery Manager working remotely on the US, you'll be part of creating and delivering amazing customer experiences while also experiencing TTEC's award-winning employment and company 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 encourage and motivate your team to resolve issues, accomplish goals, and influence career mobility.
- 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.
- Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team.
Requirements
- Minimum 1 year call center or equivalent work experience.
- Engage and support your team in providing the proper 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.
- Have an active license.
Qualifications
- Knowledgeable, encouraging, supportive, and present leadership.
- Diverse and community-minded organization with career growth and learning opportunities.
Skills
- Time management and organizational skills.
- Data manipulation for reporting.
Benefits
- Competitive compensation.
- Performance bonus opportunities.
Pay
Details are not specified.
Schedule
Details are not specified.
Company Culture
TTEC is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within its global teams. The company strives to reflect the communities it serves by delivering exceptional customer experiences and promoting a culture of humanity.