Director, Service Delivery in Pasay at TTEC

Date Posted: 7/9/2018

Job Snapshot

Job Description

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Service Delivery Director
Service Delivery Directors manage 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. This includes responsibility for revenue assurance and sales quotas, financial forecasting and invoicing. Service Delivery Directors meet with managers and appropriate site leadership across multiple sites to address financials, ratios, expenses, and incentives for teams. Provide leadership and influences employee engagement, development, performance management, and communicate corporate initiatives and directives as necessary to keep teams apprised and engaged for line(s) of business. Service Delivery Directors adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Oversee all aspects of the operational services. Work strategically to improve processes and performance that enhance bottom line results. Work closely with clients and business partners to resolve all related issues. Improves efficiency and accuracy of business process; create and implement process improvements. Identify revenue growth opportunities to grow the business. Meet all Statement of Work (SOW) requirements.
Key Performance Objectives
1. Achieve 100% contractual bonus goals, revenue generation, expenses, forecasting, and financials. Actively implement strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to site leadership and program managers. Establish metrics for success, set clear priorities, and drive the project to meet goals. Understand the key business objectives, timeframes, and requirements associated with each goal and client requirements. Ensure that revenue targets are achieved to attain bonus, and avoid penalties. (Strategic thinking, customer focus, project management, results orientation, global business acumen, achievement motivation)
2. Manage day-to-day operations and deliverables. Responsible for managing service levels and client satisfaction scores, sales quotas and call volume projections for inbound and outbound calling. Deliver timely and efficient solutions to all clients¡¦ requests. Employ effective organizational and time-management skills to deliver solutions to routine and emergency requests and general needs within established timelines. Prepare and review reports. Attend site and client meetings/calls, quarterly business reviews, hold team meetings to review sales, performance and future improvement planning to include action plans. Determine appropriate use of resources to meet goals and schedules. (Problem solving, data analysis, customer focus, attention to detail, results orientation)
3. Improve the key success metrics associated with goals. These include : Forecasting accuracy Revenue and margin goals Client, customer, and Employee satisfaction scores Call volume projections


Contractual bonus goals Contractual client metric goals
Gather information, analyze data, observe the process, and lead the effort to consistently improve each process and performance, up-sell. This includes challenging every aspect of the operations and sales processes. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. Primary client metrics for Service Delivery Directors are based on contract and client requests. (Data analysis, customer focus, ROI calculations, persuasion, problem solving, strategic thinking, achievement motivation)
4. Drive client message, actively manage staff, engagement, and productivity. Responsible for mentoring, coaching, evaluating, and developing program managers. Tracks TTech U completion rates. Provide support, information and assistance. Accountable for managing all day-to-day issues and respond to all issues as appropriate. Help the staff to set realistic and measurable service and sales goals. Monitor progress towards goals. (Customer focus, leadership, staff development, accountability, coaching, interviewing, motivation, resourcefulness, high integrity)
5. Manage the communication. Maintain a positive, respectful and caring attitude. Communicate problems clearly and collaborate with clients and business partners to ensure that issues will be resolved quickly with a minimum long term impact. Offer clear and objective alternatives and work with the team to help implement solutions. Identify and communicate any potential problems or challenges as they surface. Communicate changes in priorities and direction of the goal or project to the staff. Daily communication with clients, effectively communicates action plans and inquires from clients. (Team work and collaboration, fairness, follow through, engagement, honesty, openness, directness, timeliness)


Basic Qualifications
„Ï Strong understanding of TeleTech¡¦s business, core values, and goals
„Ï Ability to lead and partner successfully with teams, management and client
„Ï Ability to manage multiple, complex, on-going tasks and projects
„Ï High level of integrity, judgment and follow through
„Ï Strong coaching, people, and leadership skills
„Ï Strong attention to detail
„Ï Strong analytical, verbal and written communications skills
„Ï Data analysis skills
„Ï Proficient in Microsoft Office
„Ï Proficient in English, both written and verbal
„Ï Sales experience
„Ï Technology acumen
„Ï Strong negotiation skills


Preferred Qualifications
„Ï Knowledge of call center business
„Ï Call center experience
„Ï Six Sigma
„Ï Support function expertise

„Ï Matrix-style relationships

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