Senior Manager, Service Delivery

Your potential has a place here with TTEC’s award-winning employment experience. As a Senior Manager - Service Delivery working onsite in Oklahoma City, OK you’ll 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 the USA says it all!

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? 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. 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, on‐going tasks and projects

What You Bring to the Role

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

• Experience in investment or financial services 

• 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