Director, Sales Service Delivery in Dublin, Leinster, IE at TTEC

Date Posted: 9/19/2018

Job Snapshot

Job Description

TTEC is seeking a seasoned Director, Sales Service Delivery to join our team in Dublin, Ireland
We help bring technology and human connections together to deliver amazing customer experiences every time. We need you- our next Director - to help us continually find ways to exceed customers' needs and build the relationships that keep them delighted and loyal!
What our Director, Sales Service Delivery does : 
  • Creates an environment that enables mission critical information to pass between functions quickly and completely
  • Acts as a liaison with other departmental functions and coordinates with other departments to ensure goals are aligned, constant communication is available, and the overall call center operation is providing quality customer experience efficiently and effectively
  • Actively participates in the effective coaching and counseling of staff members
  • Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization
  • Fosters the sharing of best practices within and between groups
  • Develops or assists with the development and implementation of policies and procedures consistent with organizational standards to ensure operational efficiency, safety and security
  • Strategic planning and execution to enhance profitability, productivity, and efficiency
  • Develop and direct the management of Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsell and promotional programs, and improved employee product knowledge and training
  • Implement processes and systems that will generate higher productivity and revenue
  • Oversees the supervision of personnel, which includes work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions, motivates employees to achieve peak productivity and performance
  • Provides advice and assistance to senior management in the planning, implementation, and evaluation of modifications to existing operations, systems and procedures
  • Continuously investigate and introduce process improvement measures and present suggestions to sr. leadership for consideration
  • Participate in vendor negotiations to ensure product relevance and cost-efficiency
  • Develops annual operating budgets and provides fiscal direction of the department

Our Director manages the overall client relationship and associated operations maximizing resources for optimal success in attaining the revenue goal for a single or multiple line(s) of business. Work strategically to improve processes and performance that enhance bottom line results. Create and maintain a positive work environment!
What you’ll bring to us :
  • Achieve 100% contractual bonus goals, revenue generation, expenses, forecasting, and financials.
  • Manage day-to-day operations and deliverables.
  • Improve the key success metrics associated with goals. These includes :
    • Forecasting accuracy
    • Revenue and margin goals
    • Client, customer, and Employee satisfaction scores
    • Call volume projections
    • Contractual bonus goals
    • Contractual client metric goals

  • Drive client message, actively manage staff, engagement, and productivity.
  • Manage the communication with clients and business partners.

What skills you’ll need :
  • Strong understanding of TeleTech’s business, core values, and goals
  • Ability to lead and partner successfully with teams, management and client
  • Ability to manage multiple, complex, on‐going tasks and projects
  • High level of integrity, judgment and follow through
  • Strong coaching, people, and leadership skills
  • Strong attention to detail
  • Strong analytical, verbal and written communications skills
  • Technology acumen and reporting
  • Strong coaching skills
  • Call center experience

Who We Are :
At TTEC (formerly TeleTech/Revana), you can enjoy a fast-paced career that offers exciting professional development and career growth opportunities. Our dynamic and inclusive culture is based on a set of values that guide our relationships with clients, their customers, and each other. With 49,500 employees operating across six continents, we use a blend of technology and humanity to help clients provide a great experience to their customers, build customer loyalty, and grow their business. Together, our two divisions (TTEC Digital and TTEC Engage) help brands make every interaction they have with a customer simple, personal and exceptional. So jump on board, join our journey, and take your career amazing places along the way!
What We Offer :
  • Global career mobility, employee recognition programs, professional development
  • State of the art technology which allows for seamless global connectivity
  • Rich wellness program and health incentives

Lead Everyday - Do the Right Thing - Reach for Amazing - Seek First to Understand - Act as One - Live life Passionately


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