Director, Service Delivery

TTEC; McAllen (TX); On-site; USD 90,000 - 110,000; Full time

Job summary

TTEC seeks a Director of Service Delivery to manage client relationships and lead an on-site team in McAllen, TX. You will drive performance, motivate staff, and ensure processes align with client goals while maintaining high client satisfaction and team engagement.

Reporting to the Executive Director of Service Delivery, you will influence career growth, optimize metrics, and lead a results-driven culture within a global organization.

Qualifications

• Bachelor's degree or equivalent work experience in a relevant field.
• Minimum 3 years of call center management experience.
• Demonstrated ability to mentor and inspire teams.
• Financial services experience with P&L responsibility.
• Strong customer focus and results-driven approach.

Responsibilities

• Oversee client relationships and ensure alignment with project goals.
• Lead and motivate the service delivery team to meet performance targets.
• Develop and maintain healthy client and team relationships and processes.
• Own accountability for key metrics like forecast accuracy and margins.
• Communicate effectively with clients and partners to satisfy needs.

Skills

Bachelor's degree

3 years call center management

Performance-driven culture

Mentor and inspire

P&L experience in financial services

Customer focused mindset

Education

Bachelor's degree

Job description

Your potential has a place here with TTEC’s award-winning employment experience. As a Director - Service Delivery working onsite in McAllen TX, 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 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

• Bachelors degree, technical school or equivalent work experience
• 3 years call center management experience
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Mentor and inspire others
• Financial Services experience with P&L experience
• 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 90,000-110,000. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Employment Requirements

TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Title: Director, Service Delivery

Location: TX-McAllen

Requisition ID: 04FVD