Director, Service Delivery

Job Description :

Description - External

At TTEC, we're all about the Human Experience. Elevated. As a Service Delivery Director in Five Ecom, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing
Looking for an opportunity to manage an overall client relationship with an iconic brand Do you have a passion to motivate others In this role, you'll work closely with multiple clients to discuss goals and needs, make sure your team is aligned with new information on projects, and actively work to improve processes and performance to enhance results. You'll ensure a healthy, continuous relationship with the client, as you are the face of TTEC, as well as playing an active role in developing your team and motivating them to reach for amazing.

You'll report to the Executive Director of Operations. 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

• Actively manage communications with clients and business partners to uphold a healthy relationship as well as making sure goals are aligned and needs are being met
• Motivate others by driving client messages to your team, then actively engage and support staff to ensure projects are on track and up to date with the latest information

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

• Forecasting accuracy
• Revenue and margin goals
• Client, customer, and Employee satisfaction scores
• Call volume projections

• Contractual bonus goals
• Contractual client metric goals

What You Bring to the Role

• Associate degree, technical school or equivalent work experience
• Minimum 2 years call center or sales management experience

• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Consistently mentor and inspire others
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Customer focused mindset

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

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 disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.