Manager, Service Delivery - Windsor Ontario, Canada

Percepta; Canada; On-site; CAD 92,000 - 95,000; Full time

Benefits offered by this job

PTO

Wellness benefits

Healthcare benefits

Tuition reimbursement

Performance bonus

Job summary

TTEC in Windsor, Ontario, is seeking a Service Delivery Manager onsite to lead a dynamic call center team. You will mentor staff, answer questions, resolve escalations, and ensure high-quality customer experiences while meeting client goals.

Reporting to the Senior Operations Manager, you will drive performance metrics, coordinate training, and foster a positive, inclusive team environment. The role offers a competitive compensation package and opportunities for career mobility.

Qualifications

• Minimum 1 year call center or equivalent work experience.
• Foster a high-performance culture focused on achieving team and business goals.
• Guide and support team members by providing tools, resources, and coaching.

Responsibilities

• Lead and mentor a call center team to meet client goals and maintain quality service.
• Answer associate questions, address issues, and escalate as needed to ensure customer satisfaction.
• Report to the Senior Operations Manager and drive performance through coaching and process improvements.
• Use data and reporting insights to monitor performance, identify trends, and support business decisions.

Skills

Leadership

Coaching

Mentoring

Data analysis

Quality focus

Customer experience

Job description

Job Description - Service Delivery Manager (04FRG)

Service Delivery Manager

Your potential has a place here with TTEC's award-winning employment experience. As a Service Delivery Manager working onsite in Windsor, Ontario, Canada, you'll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in Canada says it all!

What You'll be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? 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 Senior Operations Manager. We're looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You'll

• 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

What You Bring to the Role

• Minimum 1 year call center or equivalent work experience
• Foster a high-performance culture focused on achieving team and business goals
• Guide and support team members by providing the tools, resources, and coaching needed for success
• Motivate, mentor, and develop team members to reach their full potential
• Demonstrate a customer-focused mindset while promoting accountability and service excellence
• Use data and reporting insights to monitor performance, identify trends, and support business decisions

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

The anticipated range is $92,000-$95,000 annually. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. As part of our hiring process, AI-powered tools may be used to assist in the prescreening and evaluation of candidates.

About TTEC

Our TTEC is a leading global consulting, technology and managed services company focused on delivering solutions at the intersection of data, AI, and customer experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different ...

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vista points and allows every individual to bring value to the table in their own unique way.