Director, Service Delivery

TTEC

San Fernando

On-site

PHP 1,994,302 - 3,988,604

Full time

14 days+

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Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Job summary

Join TTEC as a Director of Service Delivery in Pampanga, Philippines, where you'll manage client relationships and motivate your team. Your role will be crucial in ensuring project success and enhancing operational performance. Enjoy a competitive compensation package, professional development opportunities, and a supportive work culture.

Qualifications

2+ years of call center management experience.
Ability to motivate and mentor team members.
Experience in managing client relationships.

Responsibilities

Manage communications with clients and business partners.
Drive client messages to the team and engage with staff.
Monitor key success metrics including client satisfaction.

Skills

Client management

Team motivation

Process improvement

Customer focus

Education

Associate degree or equivalent work experience

Job description

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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

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.

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

(Onsite)

Primary Location

PH-Central Luzon-Pampanga

Seniority level