Service Delivery Specialist
TTEC
Dumaguete, Central Visayas, PH
3d ago

Service Delivery Specialist

At TTEC, we’re all about the Human Experience. Elevated. As a Service Delivery Specialist, you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Do you have the desire to help others in reaching their goals? Do you have a passion for leading, mentoring and coaching?

In this role, you’ll offer your support to associates and Team Leads as you evaluate their quality customer experience satisfaction scores.

You’ll do so by conducting customer call evaluations and providing meaningful, constructive feedback. You’ll motivate other associates to make sure they’re on track to meet goals by answering questions, issues, and handling customer escalation while ensuring quality customer experience on every call as you’re the first line resource for the team.

You’ll report to the Senior Manager / Manager, Service Delivery. We’re looking for a Specialist to motivate and encourage teams in providing feedback and accomplishing goals.

During a Typical Day, You’ll

  • Mentor by pinpointing areas of improvement through monitoring calls for customer satisfaction while addressing employee related issues and coordinating training on new or revised information
  • Use your thorough knowledge and understanding of client specific call and product knowledge requirements to prepare reports for internal and client collaboration site sessions
  • Bring your time management and organizational skills to manage multiple, complex, on going tasks and projects while monitoring absence and attendance of your team
  • What You Bring to the Role

  • Associate degree, technical school or equivalent work experience
  • Continuously promote a performance-driven culture and always work towards reaching for amazing
  • Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
  • Consistently mentor and inspire others
  • Customer focused mindset and call center experience
  • Understanding, interpreting, and manipulating data for reporting
  • What You Can Expect

  • Knowledgeable, encouraging, supporting and present leadership
  • Diverse and community minded organization
  • Career-growth and lots of learning opportunities for aspiring minds
  • And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
  • About TTEC

    Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology.

    On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day.

    These exceptional customer experiences start with you.

    TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

    We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work.

    As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

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