Director of Operations: Client Delivery & Team Growth

TeleTech Holdings, Inc.; Winston-Salem (NC); On-site; USD 100,000 - 110,000; Full time

Job summary

TTEC in Winston-Salem, NC is seeking a Director of Operations to lead service delivery, deepen client relationships, and drive performance across teams. This onsite role reports to the Executive Director, Service Delivery and offers a chance to influence projects, mentor staff, and shape day-to-day operations.

You'll manage communications with clients and partners, motivate teams, and focus on improving forecasting accuracy, revenue, margins, and customer and employee satisfaction.

Qualifications

• Associate degree, technical school or equivalent work experience
• 2 years+ call center management experience
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Mentor and inspire others
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Customer focused mindset

Responsibilities

• Actively manage communications with clients and business partners to uphold a healthy relationship as well as making sure goals are aligned and needs are being met
• Motivate others by driving client messages to your team, then actively engage and support staff to ensure projects are on track and up to date with the latest information
• Improve the key success metrics associated with goals. These include:
• Forecasting accuracy
• Revenue and margin goals
• Client, customer, and Employee satisfaction scores
• Call volume projections
• Contractual bonus goals
• Contractual client metric goals

Skills

Call center management

Team leadership

Client relationship management

Mentoring

Customer focus

Education

Associate degree or equivalent

Job description

TTEC in Winston-Salem, NC is seeking a Director of Operations to lead service delivery, deepen client relationships, and drive performance across teams. This onsite role reports to the Executive Director, Service Delivery and offers a chance to influence projects, mentor staff, and shape day-to-day operations.

You'll manage communications with clients and partners, motivate teams, and focus on improving forecasting accuracy, revenue, margins, and customer and employee satisfaction.