Director, Program Manager

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

What You’ll be Doing

Looking for an opportunity to manage client relationships? Do you have a passion to motivate others? You’ll work closely with clients to discuss goals and needs, make sure your team is aligned with new information on projects, and actively work to improve processes and performance to enhance results. You’ll ensure a healthy, continuous relationship with the client, as you are the face of TTEC, as well as playing an active role in developing your team and motivating them to reach for amazing.

You’ll report to the Executive Director, Service Delivery. You’ll make an impact through your client and team relationships, encouraging and motivating your team to resolve issues, accomplish goals and influence their career mobility.

Compensation
The anticipated range is 130,000.00-160,000.00. Actual compensation offers to a candidate may vary based upon work experience, education and/or skill levels.

During a Typical Day, You’ll

·Primary point of contact for all client communications and/or concerns

·Leads and develops operational support staff to effectively manage the operation

·Maintains adequate employee headcount to produce an efficient operation

·Actively participates in recruitment and retention activities

·Reviews Payroll for accuracy and gives approval for processing and payment.

·Reviews and understands the project P&L to ensure knowledge of project costs and maximize revenue and profitability

·Develops plans and implements processes and procedures to achieve a higher level of efficiency in the project.

·Reviews weekly reports to identify areas of opportunity on the project.

·Participates in bi weekly reconciliations with the client to reconcile and confirm project hours.

·Develops, reviews and delivers the monthly invoice to the client.

·Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.

·Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

·Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience.

·Solid problem-solving skills for solving issues related to team performance.

·Demonstrated leadership skills to effectively develop and lead a high performing team in the meeting function/department/company short-term goals and objectives.

·Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.

·Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.

·Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.

What You Bring to the Role

·5 years experience in project implementation and operation in the payment processing and customer service industry or similar industry.

·Three years experience as a project manager for at least one project of ten million dollars or more in value

·Great organizational and planning skills

·Customer Focused Mindset

·Excellent planning & organizing,

·Excellent analytical skills

·Continuously promote a performance-driven culture and always work towards reaching for amazing

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.

Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC .

Employment Requirements: TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.