Senior Manager, Service Delivery

At TTEC, we’re all about the Human Experience. Elevated. As a Senior Manager, Service Delivery Hybrid in Clifton Forge, VA, you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. 

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States 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? In this role, 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 
• 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 

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 

The anticipated range is $70,000-$75,000. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

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.