Senior Manager, Service Delivery - Luzon

Job Description :

At TTEC, we're all about the Human Experience. Elevated. As a Senior Manager, Service Delivery, 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
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 escalate 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.

You'll report to the Director, Service Delivery. 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:
  • Customer Satisfaction Score
  • Service Level Goals
  • Quality Goals
• 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, ongoing tasks and projects

What You Bring to the Role

• 3 years or more of call center experience or customer service industry 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

• 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.