Manager, Service Delivery – Windsor Ontario, Canada

TTEC; United States; On-site; USD 64,000 - 86,000; Full time

Job summary

TTEC is seeking a seasoned Service Delivery Manager to join our Customer Care team in Windsor, Ontario, Canada. We focus on delivering exceptional customer experiences by combining technology with human connection.

You will help exceed customer needs and nurture loyal relationships through strong leadership and process improvements. In this role, you will drive delivery quality, manage day-to-day operations, and lead a high-performing team, ensuring compliance and effective communication with

Qualifications

• Delivers 100% delivery of contractual and quality service goals and targets.
• Manages day-to-day operations and deliverables.
• Improves key success metrics: CSAT, SLA, Quality, FCR, RPC.
• Maintains 80% CAP utilization and motivates the team.
• Escalates system issues to IT/vendor teams.
• Ensures compliance with TTEC processes and tools.

Responsibilities

• Work daily to improve processes and performance that impact bottom line results.
• Manage to TTEC key performance objectives, indicators, metrics, and ratios to maximize team performance.
• Create and maintain a positive work environment.

Skills

Strategic leadership

Stakeholder collaboration

People leadership

Performance management

Job description

Service Delivery Manager
TTEC is seeking a seasoned Service Delivery Manager to join our Customer Care team in Windsor, Ontario, Canada. We help bring technology and human connections together to deliver amazing customer experiences every time. We need you – our next Service Delivery Manager – to help us continually find ways to exceed customers’ needs and build the relationships that keep them delighted and loyal!

What you’ll be doing:
Work daily to improve processes and performance that enhance bottom line results. Manage to TTEC key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Create and maintain a positive work environment!

What you’ll bring to us:

• Ensure 100% delivery of all contractual and quality service goals, service level attaining revenue targets, bonus, and avoiding penalties.

• Manage day‑to‑day operations and deliverables.

• Improve the key success metrics associated with goals. These include:

• Customer Satisfaction Score

• Service Level Goals

• Quality Goals

• FCR — (First Call Resolution)

• RPC ‐ (Revenue Per Call)

• Maintaining 80% Coaching Action Plan (CAP) utilization

• Actively manage the staff, support, motivate and retain an outstanding team.

• Manage the communication.

• Escalate system level issues to the appropriate systems/IT support/vendor team.

• Ensure compliance with TTEC ‘s processes and tools, system changes

What skills you’ll need:

• Strong understanding of TTEC ‘s business, core values, and goals
• Ability to lead and partner successfully with teams, management and client
• Ability to manage multiple, complex, on‑going tasks and projects
• High level of integrity, judgment and follow through
• Strong coaching, people, and leadership skills