Director, Service Delivery

TTEC; Iloilo; On-site; PHP 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Healthcare benefits

Performance bonus

Tuition reimbursement

Job summary

TTEC is seeking a Director of Service Delivery to lead onsite operations in Bacolod or Iloilo City, Philippines. You will manage client relationships, mentor teams, and drive performance improvements across projects, reporting to the VP of Global Operational Excellence.

This role emphasizes developing your team, motivating staff, and ensuring alignment with project goals. A high-impact leader will thrive in a dynamic, customer-focused environment with opportunities for growth and recognition.

Qualifications

• Associate degree or equivalent work experience.
• 2 years call center management experience.
• Commitment to a performance-driven culture.
• Mentor and inspire others.
• Engage and support your team to provide proper tools and systems for day-to-day tasks.

Responsibilities

• Actively manage communications with clients and business partners to uphold a healthy relationship and ensure goals are met.
• Motivate others by driving client messages to your team and supporting staff to keep projects on track with latest information.
• Improve key metrics such as forecasting accuracy, revenue and margin goals, satisfaction scores, call volume projections, and client/employee outcomes.

Skills

Call center management

Leadership

Mentoring others

Customer-focused mindset

Education

Associate degree, technical school or equivalent

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 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.

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

#LI-Onsite

Title: Director, Service Delivery

Location: PH-Western Visayas-Bacolod

Requisition ID: 048EU

Other Locations: PH-Western Visayas-Iloilo