Service Delivery Specialist

Job Description :

At TTEC, we're all about the Human Experience. Elevated. As a Service Delivery Specialist,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 the desire to help others in reaching their goals Do you have a passion for leading, mentoring and coaching In this role, you'll offer your support to associates and Team Leads as you evaluate their quality customer experience satisfaction scores. You'll do so by conducting customer call evaluations and providing meaningful, constructive feedback. You'll motivate other associates to make sure they're on track to meet goals by answering questions, issues, and handling customer escalation while ensuring quality customer experience on every call as you're the first line resource for the team.

You'll report to the Senior Manager/Manager, Service Delivery. We're looking for a Specialist to motivate and encourage teams in providing feedback and accomplishing goals.

During a Typical Day, You'll

• Mentor by pinpointing areas of improvement through monitoring calls for customer satisfaction while addressing employee related issues and coordinating training on new or revised information
• Use your thorough knowledge and understanding of client specific call and product knowledge requirements to prepare reports for internal and client collaboration site sessions
• Bring your time management and organizational skills to manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team

What You Bring to the Role

• Associate degree, technical school or equivalent work experience
• 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 and call center experience
• 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.