Senior Manager, Operations

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. Elevated. As a Senior Manager, Operations working in Orlando and the surrounding area,  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 
You'll be responsible for the day-to-day management of the Customer Service Center delivery and ongoing Operations, which includes the planning, organizing, budgeting for the CSC Operations; on-site management and oversight of all CSC departments, daily and associated personnel; the financial responsibilities of the CSC, and the equipment, materials, and supplies utilized in the 
Operations; and all aspects of customer service and quality required to satisfy the requirements. This Manager would be considered Senior Management (the Contractor’s highest person of authority on-site when the Contractor’s Executive Managers are not present) and client’s contact person for day-to-day matters of the operation.

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: 
  • Monitor Monthly CSC expenditures and ensure compliance within approved budget
  • Review Monthly Performance reports for Key performance standards and indicators.
  • Compile toll transaction and revenue data by facility 
  • onsite management and oversight of all departments at multiple locations
• 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 

•  Five (5) years of customer service or financial experience, including at least five (5) years of experience in providing customer service in a financial environment and a minimum of five (5) years of experience in a management position
• Knowledge of financial management and budgeting processes with the ability to analyze and interpret technical and financial data
• Ability to generate various financial, technical, and administrative reports and documents. 
• Skill in promoting and providing good customer service to internal and external customers.  
• Skill in the use of computers and software applications including MS Office suite, financial programs, and the internet.

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, and 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. 

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.