Senior Manager, Service Delivery

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Senior Manager - Service Delivery working onsite in Cainta, you’ll be a part of bringing humanity to business. #experienceTTEC

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:

o Customer Satisfaction Score

o Service Level Goals

o 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

· Previous experience in Inbound Voice & Chat Contact Centre environment with a minimum of 5 years in leadership role.

· Bachelor’s Degree or equivalent

· At least 5 years leading operations with any GDS platform.

· Can Start ASAP

- Strong Knowledge of customer operations, escalation processes, and customer service best practice.

 -Excellent people leadership skills with the ability to motivate and develop a team to achieve targets and deliver exceptional customer service

- Proven track record of successfully managing and improving performance metrics, including escalations and FCR.

· 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 

· 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) Visit https://mybenefits.ttec.com/?manual for more information.

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.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI- Onsite