Director, Service Delivery

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

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Job summary

A customer experience company is seeking a Director in Service Delivery to oversee client relationships and team performance. You will manage communications with clients and motivate your team to reach goals, ensuring successful project execution. A strong focus on customer satisfaction and team support is essential. The expected salary range is $100,000–$110,000, with benefits including professional development opportunities and a performance bonus.

Qualifications

• Associate degree, technical school or equivalent work experience.
• 2 years+ call center management experience.
• Continuously promote a performance-driven culture.
• Mentor and inspire others.
• Customer focused mindset.

Responsibilities

• Actively manage communications with clients.
• Motivate team to ensure projects are on track.
• Improve key success metrics associated with goals.

Job description

Your potential has a place here with TTEC’s award‑winning employment experience. As a Director – Service Delivery working onsite in Charlotte, 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 the United States 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

• 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

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–$110,000. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

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 ensure 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 perspectives and for you to bring value to the table in your own unique way.

Primary Location

US-NC-Charlotte