Director, Service Delivery

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

Job summary

TTEC is seeking a Director - Service Delivery to lead onsite operations in McAllen, TX. You will manage client relationships, align team goals with project needs, and drive process improvements to achieve excellent results.

You’ll report to the Executive Director, Service Delivery, mentor and develop your team, and be the face of TTEC with clients. A strong background in call center management and financial services is essential.

Qualifications

• Bachelor's degree, technical school, or equivalent work experience.
• 3+ years of call center management experience.
• Experience with financial services and P&L management.
• Ability to motivate and mentor teams and drive process improvements.

Responsibilities

• Manage client relationships and align on project goals.
• Motivate and lead the delivery team to meet project milestones.
• Improve key metrics: forecasting accuracy, revenue, margins, and satisfaction.
• Serve as the face of the client and ensure healthy relationships.

Skills

Client relationship management

Team leadership

Call center management

Mentoring

Performance management

Communication

P&L experience

Education

Bachelor's degree or equivalent

Job description

Job Description - Director, Service Delivery (04FVD)

Director, Service Delivery

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)

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.

Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC .

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 regarding race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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 be sure all our employees feel valued and comfortable being authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and varying concepts. We understand how value differences create new ideas, to go and produce more valuable.