Onsite Service Delivery Manager — Lead, Coach & Grow

TTEC; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Tuition reimbursement

Paid time off

Healthcare benefits

Bonus opportunities

Job summary

TTEC is hiring a Service Delivery Manager to lead onsite operations in Araneta, Manila. You’ll mentor and coach a team to meet client goals and ensure quality customer experience on every call. This role emphasizes data-driven improvement and a positive, inclusive work environment.

You’ll report to the Senior Manager, Service Delivery and work to motivate your team to resolve issues, meet targets, and advance in their careers while upholding TTEC’s values and global standards.

Qualifications

• Minimum 1 year call center or equivalent work experience.
• 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.

Responsibilities

• Lead and mentor the service delivery team to meet client goals and maintain service quality.
• Answer associate questions, address issues and client escalations while ensuring a positive customer experience.
• Motivate and guide the team to resolve issues and achieve career mobility.
• Monitor and improve key metrics like CSAT, SLA and quality goals.

Skills

Leadership

Mentoring

Coaching

People management

Customer focus

Data interpretation

Tools

Reporting tools

Job description

TTEC is hiring a Service Delivery Manager to lead onsite operations in Araneta, Manila. You’ll mentor and coach a team to meet client goals and ensure quality customer experience on every call. This role emphasizes data-driven improvement and a positive, inclusive work environment.

You’ll report to the Senior Manager, Service Delivery and work to motivate your team to resolve issues, meet targets, and advance in their careers while upholding TTEC’s values and global standards.