Service Delivery Lead — Customer Experience & Ops

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

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