Onsite Service Delivery Manager (Temp) — Lead & Coach CX

TTEC; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

TTEC in Rizal, Philippines is seeking a Temporary Service Delivery Manager to be onsite in Cainta. You’ll lead and mentor a team, answer associate questions, handle escalations, and ensure quality customer experience on every call. This role reports to the Senior Manager, Service Delivery.

You will drive client goals, improve key metrics, and foster a positive work environment while coordinating training on new information related to services, products, or processes.

Qualifications

• Minimum 1 year lead/supervisory experience in a call center/BPO setting.
• Promotes a performance-driven culture and strives for excellence.
• Supports team with tools and systems to accomplish day-to-day tasks.
• Mentors and inspires others.
• Customer-focused mindset.
• Understands, interprets, and uses data for reporting.

Responsibilities

• Lead, mentor and coach the team to meet client goals.
• Answer associate questions, handle issues, and escalations to ensure quality.
• Create and maintain a positive work environment and acknowledge good performance.
• Respond to client requests and adapt to changes in services or processes.
• Improve key success metrics and manage multiple tasks while monitoring attendance.

Skills

Leadership

Coaching

Mentoring

Data analysis

Job description

TTEC in Rizal, Philippines is seeking a Temporary Service Delivery Manager to be onsite in Cainta. You’ll lead and mentor a team, answer associate questions, handle escalations, and ensure quality customer experience on every call. This role reports to the Senior Manager, Service Delivery.

You will drive client goals, improve key metrics, and foster a positive work environment while coordinating training on new information related to services, products, or processes.