Manager, Service Delivery

TeleTech Holdings, Inc.; Charlotte (NC); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Performance bonuses

Benefits

Career growth

Job summary

TTEC is hiring a Service Delivery Manager to join our team onsite in Charlotte, NC. You will lead and coach a customer-facing team to deliver outstanding experiences while meeting client goals.

You’ll report to the Director and focus on improving metrics, mentoring staff, and ensuring quality on every interaction. This role offers growth, competitive compensation, and an inclusive culture.

Qualifications

• Minimum 1 year call center or equivalent work experience.
• Proven leadership, coaching and mentorship skills.
• Ability to analyze data and report on performance metrics.
• Strong customer-focused mindset and communication.
• Experience mentoring and developing teams.

Responsibilities

• Lead and mentor the team to meet client goals and improve customer experiences.
• Address associate questions, issues, and escalations while ensuring quality on every call.
• Drive and monitor key metrics and manage training for new or revised information.

Skills

Leadership

Mentoring

Coaching

Call center experience

Data interpretation

Customer-focused

Job description

Job Description - Manager, Service Delivery (04DL4)

Manager, Service Delivery

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 you 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 make sure they’re on track to meet client goals. You’ll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You’re an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.

You’ll report to the Director. We’re looking for a leader to Act as one, as you will encourage and motivate 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. These include:
  • Customer Satisfaction Score
  • Service Level Goals
  • 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 relating to services, products or processes of projects
• Bring your time management and organizational skills to manage multiple, complex, on‑going 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
• Engage and support your team in making sure 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, supporting and present leadership
• Diverse and community minded organization
• Career‑growth and lots of learning opportunities for aspiring minds
• And yes… all the competitive compensation, performance bonus opportunities, and benefits you’d expect and maybe a few that would pleasantly surprise you

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 disruptive 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. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture 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 make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vistas and allows every individual to bring value to the table in their own unique way.