Manager, Service Delivery in Temple, TX, US at TTEC

Date Posted: 3/7/2018

Job Snapshot

Job Description


Service Delivery Manager

TTEC (formerly TeleTech) is seeking a seasoned Service Delivery Manager to join our team. 

As part of the TTEC Engage division, our dynamic operations team of executives, supervisors, service delivery managers and specialists provide the leadership, processes, technology and support to our customer service centers. We leverage our more than 30 years of best practices to build customer value and loyalty through creating amazing experiences for not only our clients, but each other. 
What you’ll be doing : 

Work daily to improve processes and performance that enhance bottom line results. Manage to TTEC (formerly TeleTech) key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Create and maintain a positive work environment!
What you’ll bring to us :
  • Ensure 100% delivery of all contractual and quality service goals, service level attaining revenue targets, bonus, and avoiding penalties. 
  • Manage day‐to‐day operations and deliverables. 
  • Improve the key success metrics associated with goals. These include :
    • Customer Satisfaction Score
    • Service Level Goals
    • Quality Goals
    • FCR – (First Call Resolution)
    • RPC ‐ (Revenue Per Call)
    • Maintaining 80% Coaching Action Plan (CAP) utilization

  • Actively manage the staff, support, motivate and retain an outstanding team.  
  • Manage the communication. 
  • Escalate system level issues to the appropriate systems/IT support/vendor team. 
  • Ensure compliance with TTEC (formerly TeleTech)’s processes and tools, system changes

What skills you’ll need :
  • Strong understanding of TTEC (formerly 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), 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! 
Lead Everyday - Do the Right Thing - Reach for Amazing - Seek First to Understand - Act as One - Live life Passionately

Notice to external Recruiters and Recruitment Agencies : TTEC (formerly TeleTech) 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 (formerly TeleTech), 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 (formerly TeleTech).
Employment Requirements : TTEC (formerly TeleTech) 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 (formerly TeleTech) 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.


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