Onsite Service Delivery Leader – Coach, Grow, Impact

TTEC; Windsor; On-site; CAD 92,000 - 95,000; Full time

Benefits offered by this job

PTO & wellness benefits

Healthcare benefits

Tuition reimbursement

Performance bonus opportunities

Job summary

TTEC is hiring a Service Delivery Manager for on-site leadership in Windsor, Ontario. You will lead and mentor a team to exceed client goals, handle escalations, and ensure a high-quality customer experience across calls.

You will report to the Senior Operations Manager, and leverage data insights to improve performance while maintaining a positive work environment and strong collaboration with the client and brand.

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 with tools, resources, and coaching for success.
• Motivate, mentor, and develop team members to reach their full potential.
• Demonstrate a customer-focused mindset and accountability for service excellence.

Responsibilities

• Lead and coach associates to meet client goals and ensure quality CX.
• Respond to associate questions, issues, and escalations; maintain positive work environment.
• Use data and reporting insights to monitor performance, identify trends, and inform decisions.
• Manage time and multiple tasks, including attendance, to drive project progress.

Skills

Leadership

Coaching

Mentoring

Data analysis

Customer focus

Team management

Tools

CRM systems

Reporting tools

Job description

TTEC is hiring a Service Delivery Manager for on-site leadership in Windsor, Ontario. You will lead and mentor a team to exceed client goals, handle escalations, and ensure a high-quality customer experience across calls.

You will report to the Senior Operations Manager, and leverage data insights to improve performance while maintaining a positive work environment and strong collaboration with the client and brand.