TTEC 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.
Service Delivery Manager
TeleTech Service Delivery Managers play an integral part insupport the company's core business. The Service Delivery Manager is responsible for managing the operations of the Service Delivery Center.
This includes continuous improvement to operation and financial effectiveness, accountability for employee retention and employee satisfaction, and ensuring the key operational metrics for the program are met.
We are looking for that elite team member to help lead our Customer Service oriented team.
What the role really involves
Ensure 100% delivery of all contractual and quality service goals , 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)
Manage day to day 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 operationsalreviews and hold team meetings to review previous performance and future improvement planning to include action plans.
attend site and client calls and meetings. (Problem solving, attention to detail, can do attitude, persuasion and influence, reporting)
Improve the key success metrics associated with goals . These include :
o Customer Satisfaction Scores
o Quality Goals
o FCR - (First Call Resolution)
o RPC (Revenue Per Call)
o Maintaining 80% Coaching Action Plan (CAP) utilization
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.
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)
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)
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)
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)
What we're looking for
Motivation, Passion, Integrity. Those are just some of the attributes valued at TeleTech. Of course, there are some other requirements too. These include :
And some desirable experiences include :
Six sigma knowledge and / or certification