Manager, Service Delivery

TTEC; Charlotte (NC); On-site; USD 85,000 - 120,000; Full time

Job summary

TTEC in Charlotte, NC is seeking a Service Delivery Manager to lead and mentor a contact center team onsite. You will drive performance, resolve issues, and maintain a positive work environment while aligning with client goals.

You’ll report to the Director and empower your team to deliver exceptional customer experiences, optimize metrics, and sustain a high level of engagement. This role emphasizes leadership, communication, and data-driven decision making.

Qualifications

• Minimum 1 year call center or equivalent work experience.
• Promote a performance-driven culture and drive outcomes.
• Mentor and inspire others while providing tools and support.

Responsibilities

• Improve key metrics: Customer Satisfaction Score, Service Level Goals, and Quality Goals.
• Coach associates to meet client goals and coordinate training on new information.
• Manage multiple, complex tasks and projects, monitoring attendance and absence.

Skills

Leadership

Coaching

Data interpretation

Customer focus

Team motivation

Job description

Service Delivery Manager – Charlotte, NC

At TTEC, we’re all about the Human Experience. Elevated. As a Service Delivery Manager onsite in Charlotte, NC you’ll be a part of creating and delivering amazing customer experiences while also #ExperienceTTEC, an award‑winning employment experience and company culture.

What You’ll Be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you’ll support and motivate your team to ensure they’re on track to meet client goals, answer associate questions, resolve issues, and maintain a positive work environment.

You’ll report to the Director and act as a leader who encourages and motivates your team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You’ll

• Improve the key success metrics associated with goals: Customer Satisfaction Score, Service Level Goals, and Quality Goals.
• Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information.
• Use time management and organizational skills to manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team.

What You Bring To The Role

• Minimum 1 year call center or equivalent work experience.
• Continuously promote a performance‑driven culture and always work towards reaching for amazing outcomes.
• Engage and support your team in ensuring they have the proper tools and systems to accomplish day‑to‑day tasks.
• Consistently mentor and inspire others.
• Customer‑focused mindset.
• Understanding, interpreting, and manipulating data for reporting.

What You Can Expect

• Knowledgeable, encouraging, supportive, and present leadership.
• Diverse and community‑mindful organization.
• Career growth and ample learning opportunities.
• Competitive compensation, performance bonus opportunities, and comprehensive benefits.

Primary Location

US-NC-Charlotte

TTEC is proud to be an equal opportunity employer.