Senior Manager, Service Delivery
TTEC
Metro Manila, Philippines
2d ago

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SeniorService Delivery Manager

SeniorService Delivery Managers adhere to TeleTech key performance objectives,indicators, metrics, and ratios for line(s) of business, and can step in forthe service delivery director when necessary.

Support Service Delivery Managerand / or Service Delivery Director in managing overall goals and objectivesmaximizing resources for optimal metrics achievement, performance, and servicelevel adherence.

Have responsibility for one or more lines of business, assistwith budgeting, leadership, engagement, performance management, communications,and development of team(s).

Support site / client ramps, proper reporting andanalysis for managing the operations along with representing and negotiatingissues up and down chain of command.

Utilize systems and procedures to improvethe operating quality and efficiency of the operations. Work daily to improveprocesses and performance that enhance bottom line results.

Work closely withbusiness partners and clients to resolve all related issues. Improvesefficiency and accuracy of business processes and implements improvements.

Senior Service Delivery Managers are responsible for communicating andaffirming directives and have functional expertise in areas such as WFM, QA,Training and working knowledge of TA, HC, and Facilities.

KeyPerformance Objectives

1.Ensure 100% delivery of all SOW requirements and goals for TeleTech andachievement of client revenue targets. Activelyimplement strategies and initiatives to enable the business to achieve itsobjectives.

Communicate the core strategy and goals to the team. Establishmetrics for success, set clear daily priorities, and drive the team to meetgoals.

Understands the key business objectives, timeframes, and requirementsassociated with each goal. Include upselling / sales conversion metrics.

Strategicthinking, project management, results orientation, business acumen, customerfocus, achievement motivation)

2.Manage day-to-day operations and deliverables. Deliver timely and efficient solutions to alloperations relatedrequests.

Employ effective organizational and time management skills todeliver solutions to routine and emergency requests and general needs withinestablished timelines.

Attend operations reviews and hold team meetings toreview previous performance and future improvement planning to include actionplans.

  • Manage problem resolution as needed. Determine appropriate use ofresources to meet goals and schedules. Manage regular preparation of operationsmanagement reports;
  • attend site and client calls and meetings. (Problemsolving, attention to detail, can do attitude, persuasion and influence, reporting)

    3.Improve the key success metrics associated with goals. These include :

    Customer, Employee, and Client Satisfaction Scores

    Client Service Level Goals

    Monthly Revenue and Margin Goals

    FCR - (First Call Resolution)

    RPC - (Revenue Per Call)

    SeniorService Delivery Managers are held accountable for absenteeism, attrition, in chair occupancy,reliability, schedule adherence, retention, and profitability.

    They gatherinformation, analyze data, observe the process, and lead the effort toconsistently improve processes and contractual performance metrics.

    Thisincludes challenging every aspect of the processes. Recommended changes must bemonitored and measured to ensure bottom line impact to the process.

    Data analysis,customer focus, ROI calculations, persuasion, problem solving, strategicthinking, achievement motivation)

    4. Drive client message, actively manage the staff,support, motivate, and retain an outstanding team. Responsible for mentoring, training, evaluating, anddeveloping the staff.

    Previous experience working in similar environment withdemonstrated ability to train team members, in person or virtually, as called for.

    Tracks TTECH Ucompletion rates. Provide support, information and assistance. Accountable formanaging broader issues and to respond and manage issues as appropriate.

    Helpthe staff to set realistic and measurable goals, and develop reward program(s)as needed. Take responsibility for motivating and retaining an outstandingteam.

    Provide coaching and development opportunities, and address performanceissues as appropriate. Monitor progress towards goals.

    Leadership, staffdevelopment, accountability, coaching, interviewing, motivation,resourcefulness, high integrity)

    5.Manage the communication. Maintain apositive, respectful, and caring attitude. Communicate problems clearly andcollaborate with business partners to ensure that issues will be resolvedquickly with a minimum long term impact.

    Offer clear and objectivealternatives, and work with the team to help implement solutions. Identify andcommunicate any potential problems or challenges as they surface.

    Communicatechanges in priorities and direction of the goal or project to the staff. (Teamwork 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 upideal workspace per job requirements;
  • this includes having access to the properequipment required to fully perform job functions. Clearly identify and manageall system level issues including the scope of problems and relative urgency.

    Manage clear documentation of problems via email or ticketing system to theappropriate support team. Assist as necessary in isolating the root cause ofproblems and implementing solutions to ensure problems have been addressed.

    Systemstroubleshooting, sense of urgency, timeliness, analysis, and problem solving)

    7.Ensure compliance with TeleTech's processes and tools, and manage systemchanges. Ensure compliance withfederal and state legislation / regulations and TeleTech's internal policies andprocedures to understand, oversee, and prevent and / or minimize potentialliability.

    Responsible for continuous improvement in the overall processes.Manage and provide immediate and direct feedback to the team to ensure fullcompliance.

    Oversee training and constructive feedback on all aspects of theprocess. Maintain confidentiality of sensitive data (Process understanding,attention to detail, process improvement, timeliness, accountability, judgment)

    BasicQualifications

    Strong understanding of TeleTech's business, corevalues, 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 communicationsskills

    Data analysis skills

    Proficient in Microsoft Office

    Proficient in English, both written and verbal

    Technology acumen and reporting

    PreferredQualifications

    Knowledge of call center business / BPO industry

    Call center experience

    Six Sigma

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