Director, Operations

TTEC; Winston-Salem (NC); On-site; USD 100,000 - 110,000; Full time

Job summary

TTEC in Winston-Salem, NC is seeking a Director of Service Delivery to lead client relationships and drive performance. This onsite role reports to the Executive Director, Service Delivery and focuses on aligning project goals with client needs while developing and mentoring the team.

You will manage revenue/margin goals, ensure clear communications, motivate staff, and monitor metrics such as forecasting accuracy, client and employee satisfaction, and call volumes.

Qualifications

• Associate degree, technical school or equivalent work experience.
• 2+ years of call center management experience.
• Ability to mentor and motivate a team.

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, including forecasting accuracy.
• Maintain client, customer, and employee satisfaction scores.
• Oversee call volume projections and contractual bonus goals.
• Contribute to achieving contractual client metric goals.

Skills

People management

Client relationship management

Communication

Mentoring

Team motivation

Education

Associate degree

Job description

Your potential has a place here with TTEC's award-winning employment experience. As a Director - Service Delivery working onsite in Winston Salen 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 Staes says it all!

What You'll Be Doing

Looking for an opportunity to manage client relationships? Do you have a passion to motivate others? You'll work closely with clients to discuss goals and needs, make sure your team is aligned with new information on projects, and actively work to improve processes and performance to enhance results. You'll ensure a healthy, continuous relationship with the client, as you are the face of TTEC, as well as playing an active role in developing your team and motivating them to reach for amazing.

You'll report to the Executive Director, Service Delivery .

You'll make an impact through your client and team relationships, encouraging and motivating your team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You'll

Revenue and margin goals

• 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

Client, customer, and Employee satisfaction scores

Call volume projections

Contractual bonus goals

Contractual client metric goals

What You Bring To The Role

• 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

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)

Visit https://www.ttecjobs.com/en/us-employee-benefits for more information.

The anticipated range is 100,000 - 110, 0000 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 things from different perspective points and for you to bring value to the table in your own unique way.

Onsite

Primary Location

US-NC-Winston Salem