Senior Manager, Operations

TTEC; Tempe (AZ); On-site; USD 88,000 - 90,000; Full time

Benefits offered by this job

Paid time off

Wellness benefits

Tuition_reimbursement

Performance bonus opportunities

Job summary

TTEC is seeking a experienced leader in Tempe, AZ to mentor managers, drive results, and elevate client programs. You will guide teams to meet goals, resolve issues, and foster a high-performance environment.

Role emphasizes coaching, data-driven improvements, and collaboration with clients and internal stakeholders to deliver exceptional customer experiences while supporting career growth and organizational objectives.

Qualifications

• 3 years or more of call center, customer service industry or sales management experience.
• Bachelor’s degree or equivalent.
• Lead by example and collaborate with your team, management, and clients to contribute to success.
• Understanding, interpreting, and manipulating data for reporting.

Responsibilities

• Improve key success metrics: Revenue Targets, CSAT, Quality Goals.
• Manage key client stakeholders and coordinate actions across teams.
• Mentor managers to ensure achievement of goals and coordinate training on new information.
• Support managers with time management on multiple tasks and projects.
• Foster a positive work environment and high-performance culture.

Skills

Leadership

Call center management

Mentoring

Customer service

Data interpretation

Education

Bachelor’s degree or equivalent

Job description

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 and gain direct management experience? In this role, you’ll support and motivate managers to make sure they’re on track to meet goals and motivate their teams. You’ll work to find answers, resolve issues, provide feedback and know when to elevate to the next level of support while ensuring quality customer experience on every call. You’re instrumental in creating and maintaining a positive work environment.

We’re looking for a leader to Act as one, as you will encourage and motivate you 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:
• Revenue Targets
• Customer Satisfaction Score
• Quality Goals
• Manage key client stakeholders
• Mentor managers 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 help support managers on their multiple, complex, on‑going tasks and projects

What You Bring to the Role

• 3 years or more of call center, customer service industry or sales management experience
• Bachelor’s degree or equivalent
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• You lead by example and collaborate with your team, management, and clients to contribute to the overall success of your client program
• Understanding, interpreting, and manipulating data for reporting

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 $88K to $90K. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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 aim 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, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vista and for you to bring value to the table in your own unique way.

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