Director, Service Delivery

TeleTech Holdings, Inc.; Pampanga; On-site; PHP 669,600 - 892,800; Full time

Benefits offered by this job

Competitive compensation package

Wellness and healthcare benefits

Tuition reimbursement

Paid time off (PTO)

Job summary

A leading customer experience company in Pampanga is seeking a Director of Service Delivery. In this role, you will manage client relationships, motivate and develop your team, and drive performance improvements. The ideal candidate should have a minimum of 2 years' experience in call center management and a customer-focused mindset. This position offers a supportive and inclusive work environment with competitive compensation and professional development opportunities.

Qualifications

• Minimum 2 years of experience in call center management.
• Ability to mentor and inspire a team.
• Strong communication skills for client and team interactions.

Responsibilities

• Manage client relationships and improve performance metrics.
• Motivate and support your team to ensure project success.
• Align team goals with client needs and project requirements.

Skills

Call center management

Motivational skills

Client relationship management

Performance-driven culture

Customer-focused mindset

Education

Associate degree or equivalent work experience

Job description

Overview

Job Description - Director, Service Delivery (044I2)

Director, Service Delivery

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Director - Service Delivery working onsite in Pampanga, Philippines you’ll be a part of bringing humanity to business. #experienceTTEC

Responsibilities

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 Senior 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.
• 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

Qualifications

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

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 vantage points and for you 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 vantage points and allows every individual to bring value to the table in their own unique way.