Temporary Manager in Las Vegas, NV, US at TTEC

Date Posted: 4/13/2018

Job Snapshot

Job Description

Seasonal Service Delivery Manager


 
Service Delivery Managers adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. Manage the fiscal activities of operations as well as focus on and support revenue generation and assurance from sales, financial management, and incentives. Support site/client ramps, reporting, and manage day‐to‐day operations of their team to include operational metrics such as absenteeism, attrition, in‐chair occupancy, reliability, schedule adherence, escalations, and payroll. Provide coaching and development for teams across multiple locations supporting metrics such as billable hours and client satisfaction scores. Use influence to achieve peak performance, conversion rates, and monthly sales and revenue targets. Utilize systems and procedures to improve the operating quality and efficiency of the operations. Work daily to improve processes and performance that enhance bottom line results. Work closely with business partners and clients to resolve all related issues. Improve efficiency and accuracy of business process; create and implement
process improvements. Manage the staff in accordance with company policies, procedures, and client metrics. Managers are responsible for the engagement and development of their teams, communicating and affirming directives, and coaching action plans. Managers create and maintain a positive work environment.
 
Key Performance Objectives
 
1. Ensure 100% delivery of all contractual and quality service goals, service level attaining revenue targets, bonus, and avoiding penalties. Actively implement strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the team. Establish metrics for success, set clear daily priorities, and drive the team to meet goals. Understand the key business objectives, timeframes, and requirements associated with each goal and client requirements. Objectives may include up‐selling/sales conversion metrics. (Strategic thinking, project management, results orientation, business acumen, customer focus, achievement motivation)
 
2. Manage daytoday operations and deliverables. Deliver timely and efficient solutions to all
operations and client related requests. Employ effective organizational and time‐management
skills to deliver solutions to routine and emergency requests and general needs within
established timelines. Prepare for and attend operations reviews and hold team meetings to
review previous performance and future improvement planning to include action plans. Manage
problem resolution as needed. Determine appropriate use of resources to meet goals and
schedules. Manage regular preparation of operations management reports; attend site and
client calls and meetings. (Problem solving, attention to detail, cando attitude, persuasion and influence, reporting)
 
3. Improve the key success metrics associated with goals. These include :
• Customer Satisfaction Scores
• Service Level Goals
• Quality Goals
• FCR – (First Call Resolution)
• RPC ‐ (Revenue Per Call)
• Maintaining 80% Coaching Action Plan (CAP) utilization
 
Service Delivery Managers are held accountable for other metrics such as absenteeism, attrition, in‐chair occupancy, reliability, schedule adherence, schedule compliance, retention, and profitability. They gather information, analyze data, observe the process, and lead the effort to consistently improve each process and performance to include contractual revenue and bonus targets, and client requests. This includes challenging every aspect of the processes.
Recommended changes must be monitored and measured to ensure bottom‐line impact to the
process. (Data analysis, customer focus, persuasion, problem solving, strategic thinking,
achievement motivation)
 
4. Actively manage the staff, support, motivate and retain an outstanding team. Responsible for mentoring, training, evaluating, and developing the staff. Previous experience working in similar environment with demonstrated ability to train team members, in‐person or virtually, as called for. 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, and support reward program(s) as needed. Take responsibility for creating a positive environment that supports the motivation and retention of an outstanding team. Provide coaching and development opportunities, and address performance issues as appropriate. Monitor progress towards goals. (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 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 inquiries from client. (Team work and collaboration, fairness, follow through,
engagement, honesty, openness, directness, timeliness)
 
6. Escalate system level issues to the appropriate systems/IT support/vendor team. Must be able to identify and set up ideal workspace per job requirements; this includes having access to the proper equipment required to fully perform job functions. Clearly identify all system level
errors including the scope of problems and relative urgency. Provide clear documentation of
problems via email or ticketing system to the appropriate team. Answer questions and assist in
isolating the root cause of problems and testing solutions to ensure problems have been
addressed. (Systems troubleshooting, sense of urgency, timeliness, analysis and problem
solving)
 
7. Ensure compliance with TeleTech’s processes and tools, system changes. Ensure compliance with federal and state legislation/regulations and TeleTech’s internal policies and procedures to prevent and/or minimize potential liability. Responsible for continuous improvement in the overall processes. Provide immediate and direct feedback to the team to ensure full compliance. Provide specific training and constructive feedback on all aspects of specific processes. Maintain confidentiality of sensitive data (Process understanding, attention to detail, process improvement, timeliness, accountability, judgment)
 
Basic Qualifications

  • 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

  • Data analysis skills

  • Proficient in Microsoft Office

  • Proficient in English, both written and verbal

  • Technology acumen and reporting

  • Strong coaching skills

  • Knowledge of call center business

  • Call center experience

  • Sales Experience

  • Six Sigma


 
Preferred Qualifications
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. TeleTech is an Equal Opportunity Employer

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