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Senior Manager, Service Delivery

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At TTEC, we’re all about the Human Experience. Elevated. As a Senior Manager, Service Delivery work remotely 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 
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 Executive Director, Operations. 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 Management 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 
  • This position must have excellent communication and project management skills, with the ability and urgency to influence and negotiate action.
  • This position cannot be a dis-engaged project manager; rather this role needs to be a subject matter expert within the functions of the Vendor.
  • Role needs to have strong ability to represent progress of implementation and influence to represent these contracted Services.
  • This position must hold knowledge of all functional areas across the ramp. This role will have authority and understanding to engage and navigate their organization.
  • This role must have the breadth and depth of understanding and engagement. It needs to hold authority to hold functions accountable and avoid departmental silos.

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 

Compensation and Benefits

  • The anticipated range for individuals expressing interest in this position is $60-67K.
  • Visit www.mybenefits.ttec.com 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.

Location/Division Englewood, COUnited StatesRemote Job Requisition 03VYN Work From Home Yes
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