Service Delivery Leader — Elevate Customer Experience

TeleTech Holdings, Inc.

Hinoba-an

On-site

PHP 1,800,000 - 3,000,000

Full time

2 days ago

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Job summary

TeleTech Holdings, Inc. in the Philippines seeks an experienced leader to mentor and coach a customer care team.

You will drive performance, answer associate questions, resolve escalations, and ensure quality customer experiences on every call while maintaining a positive work environment. Reporting to the Director of Operations, you will motivate the team to meet client goals, improve CSAT, service levels, and quality metrics, and develop your team’s career mobility through guidance and

Qualifications

10-12 years of call center or equivalent work experience managing end to end service delivery.
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

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, ongoing tasks and projects while monitoring absence and attendance of your team.