Service Delivery Manager-Remote

TTEC; Tempe (AZ); Remote; USD 60,000 - 80,000; Full time

Job summary

Join TTEC as a Service Delivery Manager and lead a team to deliver exceptional customer experiences. In this remote role, you will mentor and coach associates, manage performance metrics, and ensure a positive work environment. This position offers opportunities for professional growth and a supportive culture.

Benefits

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Performance bonus opportunities

Qualifications

• Minimum 1 year call center or equivalent work experience in Healthcare.
• Proficient in Spanish and English.
• Experience in mentoring and coaching.

Responsibilities

• Support and motivate your team to meet client goals.
• Coach associates to ensure achievement of company and client goals.
• Manage multiple, complex, ongoing tasks and projects.

Skills

Customer focused mindset

Time management

Organizational skills

Mentoring

Data interpretation

Bilingual (Spanish and English)

Job description

Be the spark that brightens days and ignite your career with TTECs award-winning employment experience. As a Service Delivery Manager working remotely in Colombia, youll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work certification in Colombia says it all!

What Youll 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, youll support and motivate your team to make sure theyre on track to meet client goals. Youll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. Youre 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.

Youll report to the Director of Service Delivery. Were 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, Youll

• 
  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 in Healthcare and/or Medical Interpreter


• 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


• Proficient in Spanish and English

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://mybenefits.ttec.com/ for more information.

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

#LI-Remote