Manager, Service Delivery

TTEC; Lipa; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Tuition reimbursement

Paid time off (PTO)

Wellness and healthcare benefits

Job summary

TTEC in Lipa City, Batangas, Philippines is seeking a Service Delivery Manager to lead and coach a Customer Experience team onsite. You will drive performance metrics, mentor staff, and ensure high-quality customer interactions across multiple projects.

Report to the Senior Manager, Service Delivery; develop a positive work environment and influence career mobility within the team. This role offers a clear path to growth within a global organization.

Qualifications

• Minimum 1 year lead/supervisory experience in a call center/BPO.
• Promote a performance-driven culture and always work towards achieving excellence.
• Engage and support your team to ensure they have the proper tools and systems.
• Consistently mentor and inspire others.
• Customer-focused mindset.
• Understanding, interpreting, and manipulating data for reporting.

Responsibilities

• Improve key success metrics: Customer Satisfaction Score, Service Level Goals, Quality Goals.
• Coach associates to meet client goals and address employee-related issues; coordinate training on new information.
• Manage multiple, complex tasks and projects while monitoring attendance and absence.

Job description

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

What You’ll Be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you’ll support and motivate your team to make sure they’re on track to meet client goals. You’ll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You’re an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.

You’ll report to the Senior Manager, Service Delivery. We’re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You’ll

• Improve the key success metrics associated with goals. These include:
• Customer Satisfaction Score
• Service Level Goals
• Quality Goals
• Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
• Bring your time management and organizational skills to manage multiple, complex, on‑going tasks and projects while monitoring absence and attendance of your team

What You Bring To The Role

• Minimum 1 year lead/supervisory experience in a call center/ BPO setting
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Engage and support your team in making sure they have the proper tools and systems to accomplish day‑to‑day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting

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

Primary Location

PH-Calabarzon-Lipa