Director, Service Delivery

TeleTech Holdings, Inc.; Iloilo City; On-site; PHP 3,045,067 - 4,872,107; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Performance bonus opportunities

Job summary

TeleTech Holdings, Inc. is seeking a Director, Service Delivery in Iloilo City, Philippines. In this role, you will manage client relationships, mentor your team, and ensure the highest performance metrics are met. The ideal candidate should have over 2 years of call center management experience and a strong customer-focused mindset. The position promises a supportive culture for career development, including benefits like paid time off and wellness programs.

Qualifications

• 2+ years of experience in call center management.
• Ability to motivate and drive team performance.
• Customer-focused approach with a passion for service.

Responsibilities

• Manage client communications and relationships.
• Drive team engagement to improve processes and performance.
• Ensure team alignment with project updates and goals.

Skills

Call center management

Performance-driven culture

Customer focused mindset

Mentoring and inspiring others

Education

Associate degree or equivalent work experience

Job description

Job Description - Director, Service Delivery (04BZK)

Director, Service Delivery

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

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
• Paid time off (PTO) and wellness and healthcare benefits
• A great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

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. It enables us to view projects and ideas from different perspectives and allows every individual to bring value to the table in their own unique way.