Service Delivery Specialist

Job Description :

Bringing smiles is what we do at TTEC… for you and the customer. As a Service Delivery Specialist working in Pampanga, 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 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 Service Delivery Supervisor. You'll impact the business by motivating your team by providing feedback and encouraging them to accomplish 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

• 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)

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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.