Senior Manager, Operations

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

Job summary

TTEC in Tempe, AZ is seeking a Senior Manager of Operations to lead and mentor managers, drive key performance metrics and ensure high quality customer experiences. The role is onsite in Tempe with a focus on managing client milestones and fostering a positive work environment.

Candidates should have 3+ years in call centers or sales management, a Bachelor’s degree, and strong data interpretation skills for reporting. A competitive compensation package including performance bonuses is offered.

Qualifications

• 3+ years in call center, customer service, or sales management.
• Bachelor’s degree or equivalent.
• Ability to mentor and develop managers.

Responsibilities

• Improve key metrics: revenue, CSAT, and quality goals.
• Mentor managers to meet goals and drive career mobility.
• Coordinate training on new or revised information for services, products, or processes.
• Support and motivate teams to resolve issues and maintain quality customer experience.

Skills

Call center experience

Customer service experience

Sales management experience

Data analysis

Education

Bachelor’s degree or equivalent

Job description

Job Description - Senior Manager, Operations (04EWA)

Senior Manager, Operations

Your potential has a place here with TTEC’s award-winning employment experience. As a Senior Sales Manager working onsite in Tempe, AZ, US, you’ll be a part of bringing humanity to business. #experienceTTEC

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 escape 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)

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 points and for you to bring value to the table in your own unique way.

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 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 perspective and allows every individual to bring value to the table in their own unique way.