Temporary Manager, Service Delivery

Percepta; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

TTEC seeks a Temporary Service Delivery Manager to lead onsite in Cainta, Rizal, Philippines. You will guide and coach a team to meet client goals, handle escalations, and ensure a high-quality customer experience across every contact.

You will report to the Senior Manager, Service Delivery and be expected to drive performance, develop team members, and maintain a positive work environment while aligning with client requirements.

Qualifications

• Minimum 1 year lead/supervisory experience in a call center/BPO setting.
• Proven ability to mentor and motivate teams.
• Strong customer focus with data-driven decision making.
• Ability to interpret and present performance data.

Responsibilities

• Lead and mentor the service delivery team to meet client goals.
• Address associate questions, issues and escalations while ensuring quality customer experience.
• Encourage and motivate the team to resolve issues and improve performance metrics.
• Manage attendance and workload across multiple ongoing tasks.

Skills

Leadership

Coaching

Customer focus

Data reporting

Communication

Job description

Job Description - Temporary Manager, Service Delivery (04FNP)

Temporary Manager, Service Delivery

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Temporary Service Delivery Manager working onsite in Cainta, Rizal, 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
• 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 ...

TTEC is proud to be an equal opportunity employer. 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 strive 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different perspectives and allows every individual to bring value to the table in their own unique way.