Director, Service Delivery

TeleTech Holdings, Inc.; Bacolod; On-site; PHP 781,200 - 1,004,400; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Great compensation package

Job summary

An innovative service delivery company in the Philippines is seeking a Director of Service Delivery to oversee client relationships and improve performance metrics. In this role, you'll motivate your team, drive client engagement, and ensure alignment on project goals. The ideal candidate will have significant experience in managing call centers and fostering a performance-driven culture. You'll be a crucial bridge between clients and your team, ensuring success and satisfaction on all fronts.

Qualifications

• 2 years+ of call center management experience.
• Ability to motivate and engage team members.
• Strong communication skills with clients and team.

Responsibilities

• Manage communications with clients and business partners.
• Drive team engagement to meet project milestones.
• Improve success metrics including revenue and client satisfaction scores.

Skills

Call center management

Performance-driven culture

Customer-focused mindset

Mentoring

Education

Associate degree or equivalent experience

Job description

Job Description - Director, Service Delivery (048EU)

Director, Service Delivery

Your potential has a place here with TTEC’s award‑winning employment experience . As a Director - Service Delivery working onsite in either Bacolod or Iloilo City, Philippines you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing

Looking for an opportunity to manage client relationships? Do you have a passion to motivate others? You’ll work closely with clients to discuss goals and needs, make sure your team is aligned with new information on projects, and actively work to improve processes and performance to enhance results. You’ll ensure a healthy, continuous relationship with the client, as you are the face of TTEC, as well as playing an active role in developing your team and motivating them to reach for amazing.

You’ll report to the Vice President, Global Operational Excellence. You’ll make an impact through your client and team relationships, encouraging and motivating your team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You’ll

• Actively manage communications with clients and business partners to uphold a healthy relationship as well as making sure goals are aligned and needs are being met.
• Motivate others by driving client messages to your team, then actively engage and support staff to ensure projects are on track and up to date with the latest information.
• Improve the key success metrics associated with goals. These include:

• Forecasting accuracy
• Revenue and margin goals
• Client, customer, and Employee satisfaction scores
• Call volume projections
• Contractual bonus goals
• Contractual client metric goals

What You Bring to the Role

• Associate degree, technical school or equivalent work experience
• 2 years+ call center management experience
• Continuously promote a performance‑driven culture and always work towards reaching for amazing
• Mentor and inspire others
• Engage and support your team in making sure they have the proper tools and systems to accomplish day‑to‑day tasks
• Customer focused mindset

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)

Visit https://mybenefits.ttec.com/?manual for more information.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

Equal Opportunity

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 perspectives and to bring value to the table in your own unique way.

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 viewpoints and allows every individual to bring value to the table in their own unique way.