Manager, Service Delivery (Contact Center - Operations Manager) in Gosford, NSW, AU at TTEC

Date Posted: 8/6/2018

Job Snapshot

Job Description

Job Code : Operations Manager
Job Title : Operations Manager
TTEC (formerly TeleTech) is a global outsourcing company employing over 50,000 people on 80 sites around the world. We help bring technology and human connections together to deliver amazing customer experiences every time. Help us continually find ways to exceed customers' needs and build the relationships that keep them delighted and loyal!
Role Description :
Based on our client site in Gosford, the Operations Manager is required to drive sales, superior customer relationships, manage day-to-day program operations and develop a positive relationship with key client contacts.  You have overall accountability and responsibility for the program. The Operations Manager is responsible for working with all facets of the respective business including sales, marketing, operations, finance and analytics.
The Operations Manager will tactically execute TTEC and their clients' business ensuring internal and external key performance indicators are attained. You will lead client calibration calls and provide feedback to Team Leaders and Outbound Sales Representatives based on observations. The Operations Manager will have an ability to develop an in-depth understanding of the target market's regulatory requirements and compliance issues, and can effectively assist team members with the complex selling process.
The primary purpose of the job is to enhance the overall value and longevity of the client relationship and drive profitable sales for both TTEC and it's client(s).
Essential Requirements : 
  • 5 years of Sales, customer service management experience within a call center / contact center environment.
  • We desire 2 years of sales leadership and/or coaching experience.
  • Every facet of your communication skills is undisputed.
  • Ability to handle multiple tasks and requests while still maintaining results in core job functions and responsibilities.
  • Professional acumen to interact with and handle various escalated issues from internal and external customers.
  • Ability to work independently, as well as in a team environment to accomplish a common goal.
  • Demonstrated strong analytical skills.
  • Ability to facilitate change within the organisation in a positive manner.
  • Consistent and positive demeanor when handling various job responsibilities.
  • Working knowledge of Microsoft Office software package.

Essential Competencies :
  • Leadership : Role model for team members for development and uses people skills to enhance organisational productivity and commitment. Proven ability to lead, motivate and coach a team to achieve goals.
  • Accountability : takes responsibility to ensure expected goals are achieved.
  • Customer Orientation : have thorough knowledge of the market and effectively manages the team to exceed customer expectations.
  • Performance Management :  Develops team potential to a high level, using an intimate understanding of how the team operates.
  • Time Management : Prioritises tasks and deals with each action individually and effectively.
  • Problem Solving : Anticipates obstacles and thinks ahead about next steps.

If you are looking to work with iconic brands and global business exposure, we have a fantastic opportunity for you to join TTEC, a very successful global business. Accelerate your career with industry leaders. APPLY NOW!