Director Service Delivery

Percepta; Bacolod; On-site; PHP 1,674,000 - 2,344,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Performance bonus opportunities

Tuition reimbursement

Job summary

TTEC is seeking a Director - Service Delivery to be onsite in Bacolod or Iloilo City, Philippines. You will manage client relationships, motivate teams, and drive process improvements to achieve excellent results.

Reporting to the VP, Global Operational Excellence, you will influence project success and career growth for your team while upholding a strong client focus.

Qualifications

• Associate degree, technical school or equivalent work experience.
• 2+ years of call center management experience.
• Proven ability to mentor and inspire others.
• Strong customer-focused mindset and leadership skills.
• Ability to engage and empower teams with the right tools and systems.
• Commitment to a performance-driven culture.

Responsibilities

• Actively manage communications with clients and partners to uphold healthy relationships.
• Motivate and align the team with client goals and latest project information.
• Improve key metrics: forecasting accuracy, revenue and margins, and satisfaction scores.
• Guide and develop the team to reach career mobility and project success.
• Act as the face of TTEC to clients and internal stakeholders.

Skills

Call center management

Mentor others

Customer focused mindset

Education

Associate degree, technical school or equivalent work experience

Job description

Job Description:

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 youd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) Visit https://mybenefits.ttec.com/?manual for more information.

#LI-Onsite