Director Service Delivery

Percepta; Bonifacio; On-site; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Performance bonus opportunities

Job summary

TTEC is seeking a Director - Service Delivery to onsite in Iloilo City, Philippines. You will be the face of the client and the team, leading relationships, aligning project goals, and driving performance improvements across client programs.

You will report to the Executive Director and play a key role in developing your team, resolving issues, and ensuring successful delivery while maintaining a healthy client relationship. Onsite position with a focus on delivery excellence.

Qualifications

• Associate degree or technical school or equivalent work experience.
• 2+ years of call center management experience.
• Proven ability to motivate and mentor teams.
• Customer-focused mindset and ability to drive performance.

Responsibilities

• Actively manage client relationships to ensure healthy partnerships and aligned goals.
• Motivate and guide your team, communicate updates, and support delivery on projects.
• Improve key metrics such as forecasting accuracy, revenue/margin goals, and client satisfaction.

Skills

Call center management

Leadership

Client relationships

Mentoring

Customer focus

Education

Associate degree

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 Iloilo City, Philippines, 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 the Philippines says it all!

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 Executive Director, Service Delivery. 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/ for more information.

About TTEC

Our business is about making customers happy. Thats all we do. Since 1982, weve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the worlds 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.

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 vista points and for you to bring value to the table in your own unique way.

#LI-Onsite