Call Center Manager

TeleTech Holdings, Inc.; Fayetteville (NC); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

PTO

Healthcare benefits

Tuition reimbursement

Performance bonus

Job summary

TeleTech Holdings, Inc. is seeking a Call Center Manager to lead an on-site team in Rocky Mount, NC. The role focuses on coaching, maintaining high service levels, and achieving client goals with a positive work environment.

You will drive performance, mentor staff, and ensure quality customer experiences while managing training and process improvements.

Qualifications

• Minimum 2 years call center manager experience.
• Strong leadership and communication skills.
• Proven ability to coach and develop teams.

Responsibilities

• Lead and mentor the call center team to meet client goals.
• Coach agents to improve performance and resolve issues.
• Manage performance metrics and reporting, ensuring quality customer experience.
• Address escalations and coordinate training on new processes.

Skills

Call center management

Leadership

Coaching & mentoring

Customer service orientation

Data reporting

Tools

CRM software

Job description

Job Description - Call Center Manager (04E2B)

Call Center Manager

Your potential has a place here with TTEC's award-winning employment experience. As a Call Center Manager working onsite in Rocky Mount NC, you'll be a part of bringing humanity to business. #experienceTTEC
Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in United States says it all!

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 . 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

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 2 years call center manager 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

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)

The anticipated range is 80,000-90,000 Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

About TTEC

Our TTEC is a leading global consulting, technology and managed services company focused on delivering solutions at the intersection of data, AI, and customer experience.

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 and enjoy the many aspects of our work from different viewpoints, and for you to bring value to the table in your own unique way.

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.